Director of Service in Las Vegas, Nevada at Gaming Arts LLC

GENERAL SUMMARY:
The Director of Service is responsible for the leadership, performance, and execution of Gaming Arts' Field Service department. This role oversees all field service operations including installations, technical support, and service personnel to ensure exceptional customer experiences and operational excellence throughout the lifecycle of Gaming Arts products in the field.

The Director of Service develops service strategies, establishes performance standards, manages service resources, and partners closely with Sales, Customer Experience, Product Development, Compliance, Production, and Operations to support customer satisfaction, product performance, and company growth. This position serves as the senior escalation point for service-related matters and is accountable for maintaining high service levels across Gaming Arts' installed base. Additionally, this role is responsible for fleet management as directed by the Sr. VP of Operations.

ESSENTIAL DUTIES

Service Leadership
• Lead and manage the Field Service organization, including technicians, supervisors, and support personnel.
• Establish service objectives, performance standards, KPIs, and staffing plans that support company growth and customer requirements.
• Coach, mentor, and develop team members while fostering accountability, ownership, and continuous improvement throughout the service organization.
Customer & Service Delivery
• Ensure timely and effective resolution of customer issues and service requests, serving as the senior escalation point for critical customer concerns.
• Build and maintain strong relationships with casino operators, route customers, distributors, and strategic partners.
• Monitor customer satisfaction and partner with Sales and Customer Experience to support customer retention, growth, and service excellence.
Field Service Operations
• Oversee installation, maintenance, repair, upgrade, and removal activities across all markets.
• Ensure efficient deployment of service resources and monitor technician productivity, utilization, response times, and service quality.
• Manage service documentation, reporting, operational metrics, and cost performance while driving process improvements that enhance efficiency and customer satisfaction.
Cross-Functional Collaboration
• Partner with Product Development, Engineering, Compliance, Operations, Production, and Warehouse teams to support product performance, regulatory compliance, deployment readiness, and corrective actions.
Compliance & Quality
• Ensure all service activities comply with applicable gaming regulations, safety standards, company policies, and operational procedures.
• Monitor field performance trends and implement continuous improvement initiatives and corrective action plans to enhance service quality and operational excellence.
Fleet Management
• Oversee all operations, maintenance, and reporting requirements for company vehicles in accordance with the Gaming Arts Vehicle Policy.

SKILLS/QUALIFICATIONS
• Experience managing service organizations and customer-facing teams.
• Strong operational, analytical, and problem-solving skills.
• Experience developing KPIs and managing performance against service metrics.
• Ability to build strong customer relationships and manage escalated situations.
• Strong communication and cross-functional collaboration skills.
• Proficiency with service management systems, reporting tools, and Microsoft Office applications.

REQUIREMENTS:
• Minimum 5-10 years of progressive service leadership experience.
• Minimum 3-5 years managing field service teams.
• Gaming industry experience strongly preferred.
• Experience supporting distributed field operations across multiple jurisdictions.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Assigned duties are accomplished within an office environment, and in various casinos where walking, sitting, bending, reaching, talking, hearing and good vision is required. May be required to lift up to 50 lbs.

Gaming Arts, LLC. reserves the right to make changes to this job description as necessary. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee may be requested to perform other job-related tasks and responsibilities other than those stated above. Gaming Arts; LLC. Encourages diversity and is an equal opportunity employer.