Field Service Supervisor

Job Summary :

The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training, and discipline to field service technicians in his / her assigned territory. A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, and optimizing AGS products’ functionality.

Responsibilities :

• Develops workflow for Field Service Technicians.
• Assists in goal setting, skill enhancement, and performance review activities for Field Service Technicians.
• Investigates and resolves any issues resulting from substandard performance.
• Ensures company policies and procedures are followed by team members.
• Provides training to Field Service Technicians as needed.
• Addresses customer inquiries, resolves issues, and obtains customer feedback proactively.
• Maintains positive and healthy relationships with various teams to ensure customer service effectiveness.
• Assists in interviewing and hiring new Field Service Technicians.
• Plans, coordinates, and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades.
• Conducts and compiles site surveys.
• Oversees local casino paperwork necessary to complete work orders.
• Interacts with local Compliance officials and ensures local technicians observe all facility protocols.
• Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment.
• Reviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget.
• Determines short-term and long-term projections based on the proximity and number of customers serviced in a particular area.
• Updates job knowledge by participating in educational opportunities.
• Communicates directly with the Technical Assistance Center (TAC) to escalate found issues in the field.

Skills and Requirements :

Physical Requirements & Work Environment :

The physical demands / work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note : All offers are contingent upon successful completion of a background check, drug screen, and human performance evaluation (physical).

Posted positions are not open to third-party recruiters, and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.

About AGS, LLC :

Headquartered in Las Vegas with offices and employees around the world, AGS (NYSE : AGS) is a global company focused on creating a diverse mix of entertaining gaming experiences for every kind of player. Our roots are firmly planted in the Class II Native American gaming market, but our customer-centric culture and growth have helped us branch out to become a leading all-inclusive commercial gaming supplier. Powered by high-performing Class II and Class III slot products, an expansive table products portfolio, real-money gaming platforms and content, highly rated social casino solutions for operators and players, and best-in-class service, we offer an unmatched value proposition for our casino partners.AGS’ award-winning employee culture is unmatched among gaming equipment suppliers. The Company has won numerous awards for its employee experience, including being named four years in a row (2020, 2019, 2018, 2017) to the prestigious ‘Best and Brightest Companies to Work For in the Nation® and ‘Atlanta’s Best and Brightest Companies to Work For®; winning ‘Top Workplaces Nevada’ and ‘Top Workplaces Atlanta’; and earning Glassdoor’s ‘Best Places to Work’ Employees’ Choice Award 2020 based on confidential, unsolicited employee reviews.