Supervisor, Field Services

Grover Gaming; Bow, Northern (NH, KY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Job summary

The Supervisor - Field Services at Grover Gaming leads a territory's technical team, oversees the Field Technician, and steps in for field support as needed. The role also manages warehouse operations and partners with Service Operations Managers, the Director of Operations, and the sales leader to drive performance and customer satisfaction.

Travel within the region is expected, and a strong technical background in EGM hardware/software, plus proven leadership and problem-solving skills, are

Qualifications

• High School Diploma or equivalent required.
• 2–3 years in a field technician or similar technical support role.
• Leadership or mentorship experience preferred.
• Strong knowledge of EGM hardware and software.
• Excellent communication, organizational, and problem solving skills.
• Ability to manage multiple priorities, including supervisory duties.
• Willingness to travel within the assigned region.
• Valid Driver's License with a clean driving record.

Responsibilities

• Mentor Field Technician and oversee maintenance schedules.
• Review service tickets and analyze issues for customer satisfaction.
• Conduct quality control inspections across locations.
• Identify service gaps and implement improvement plans.
• Provide hands-on field coverage for routes during absences.
• Oversee shipping, receiving, inventory, and cycle counts.

Skills

Leadership experience

Communication skills

Problem solving

Multitasking

Travel readiness

Education

High School Diploma or equivalent

Tools

EGM hardware

EGM software systems

Job description

Position Summary Position Summary The Supervisor - Field Services serves as a seasoned technical leader responsible for an assigned territory and its Field Technician. This role is supervisory at its core, but given the size of the team, the Supervisor also acts as direct backup for the Field Technician, stepping into the field on an ad hoc basis to cover call-outs, PTO, overflow, or escalated issues. The Supervisor is also responsible for warehouse operations supporting the territory. The Supervisor works closely with the Service Operations Manager(s), Director of Operations, and their Field Technician to drive performance and continuous improvement. The supervisor will also partner closely with the sales leader in their territory to promote strong customer satisfaction.

Key Responsibilities

Supervision & Technical Leadership

Serve as a role model and ambassador of the company's Mission, Vision, and Values (MVV). Provide mentorship and guidance to the Field Technician, supporting their professional and technical growth. Oversee preventative maintenance schedules to ensure the assigned territory receives timely service. Review and analyze service tickets to ensure completeness, identify recurring issues, and verify customer satisfaction. Conduct regular quality control inspections across assigned locations to ensure consistent service standards. Identify service gaps or performance issues and collaborate with peers and staff to develop and implement improvement plans. Support training initiatives and assist with onboarding the Field Technician.

Field Backup & Hands-On Support

Act as direct backup for the Field Technician, covering routes and service calls as needed during absences, call-outs, or high-volume periods. Respond in person to escalated technical issues when hands-on support is required. Step into the field on an ad hoc basis to maintain service continuity across the territory.

Warehouse Operations

Oversee warehouse operations, including shipping, receiving, inventory organization, and cycle counts. Maintain accurate parts and equipment inventory to ensure the territory is well stocked and supported. Keep the warehouse organized and audit ready.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 2 to 3 years of experience in a field technician or similar technical support role.
• Demonstrated leadership or mentorship experience preferred.
• Strong technical knowledge of EGM hardware and software systems.
• Excellent communication, organizational, and problem solving skills.
• Ability to manage multiple priorities, including supervisory duties, hands-on field work, and warehouse operations.
• Flexible schedule with night and weekend work.
• Valid Driver's License with a clean driving record.
• Willingness to travel within the assigned region as needed.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.

Grover Gaming started over two decades ago in Eastern North Carolina with a simple mission: build strong relationships by delivering exceptional service and results. Today, that mission lives on through a passionate team of developers, designers, and gaming professionals driving innovation in charitable gaming across the U.S. Now part of Light & Wonder, Inc., the world’s leading cross-platform global games company, Grover Gaming serves as the charitable gaming division - providing cutting-edge electronic pull tab solutions in over 1,000 locations nationwide. As we continue to grow, our commitment remains the same: investing in our people, empowering our partners, and giving back to the communities we serve. If you're ready to be part of something meaningful, we're ready to meet you.