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    Regional Service Manager - Las Vegas, United States - AGS - American Gaming Systems

    AGS - American Gaming Systems
    AGS - American Gaming Systems Las Vegas, United States

    3 weeks ago

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    Human Resources
    Description

    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

    • Bachelor's 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
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