Field Service Supervisor

Job Description

Job Overview

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, 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 an 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 & 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 and drug screen and human performance evaluation (physical)

AGS is an equal opportunity employer.