Regional Service Manager at AGS LLC – Las Vegas, Nevada

Position Title: Regional Service Manager

Description

**CANDIDATES MUST LIVE OR BE WILLING TO RELOCATE TO TX, LA, MS, AL, FL, or NC

Job Overview

Responsible for all field service operations for assigned region. Provides direction, supervision, training and discipline to all field service staff in region. A key component of the role is to develop service department personnel. The Regional Service Manager will have Field Service Supervisors and/or Field Service Technicians as direct reports.

Responsibilities

• Exercise of discretion and independent judgment with respect to matters of significance.
• Develops workflow for field service team
• Assists in goal setting, skill enhancement and performance review activities for Field Service Supervisor and field service staff
• Investigates and resolves any issues resulting from substandard performance
• Ensures company policies and procedures are followed by team members
• Provides training to Field Service Supervisor and field service staff as needed
• Provides support and guidance to service staff to ensure timely and quality customer service
• Develops programs to improve technical and customer service skills of service team
• Addresses customer inquiries, resolves issues and proactively obtains customer feedback
• Identifies and resolves employee concerns/complaints
• Maintains positive and healthy relationship with other departments to ensure customer service effectiveness
• Supports Field Service Supervisor in achievement of service/installation goals
• Conducts interviews and assists with hiring new professionals
• Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades.
• Demonstrates outstanding customer service through maintenance of high quality and integrity at work environment
• Establishes, reviews and reports on the regional budget vs. operating expenses for the territories assigned
• Determines short-term and long-term projections based on the proximity and number of customers serviced in a particular area
• Determines the number and type of equipment in a particular territory, the proximity to other customers and the drive time and terrain to determine the optimal method of servicing customers

• Works with Director of Service to establish service metrics based on different types of slot and table games products and service schedules required
• Updates job knowledge by participating in educational opportunities

Skills/Requirements

• Bachelors degree in business preferred; or equivalent work experience
• 5 years progressively responsible experience in field service in a gaming manufacturing environment
• Capable of creating an environment of support and accountability
• Previous leadership and management experience especially within a field service team and/or remote employees
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Experience in building and working in a team atmosphere
• Knowledge in all facets of field operations leadership and management
• Proven history of developing and coaching direct reports
• Transferable management skills
• Ability to interact and communicate effectively with technicians, support staff, and valued customers
• General knowledge of mechanical and electrical terminology and practices
• Track record for delivering results in operations, developing others, retaining high-performers, creating a positive, trusting work environment, and safety.
• Must be proficient with MS office products and possess the ability to learn related sales or service software tools
• This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate

Note: All offers are contingent upon successful completion of a background check and drug screen

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

AGS is an equal opportunity employer

Equal Opportunity Employer, including disability/protected veterans