Supervisor, Field Service

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

Position Summary:

The Field Service Supervisor is accountable for the quality and on-time delivery of all field service activities required to support company operations.  The Field Service Supervisor will be responsible for managing and scheduling of staff including new employee orientation and training, performance reviews, disciplinary actions, spare parts inventory management. Fleet management and oversight of consumable supplies within the designated area.  This position reports to the Field Service Manager.

Job Functions:

• Evaluates the day-day performance of field service technicians
• Performs problem diagnosis and over-the-phone assistance for technicians related to field hardware/software.
• Performs on-site inspections of completed service work for quality assurance purposes
• Plans and monitors the selection, training, daily work activities, and job performance of the Field Technicians.
• Coordinates execution of change requests with Lottery staffs
• Monitors and reports on parts inventory, including spare equipment and consumable supplies
• Tracks incidents of chronic failures and coordinates root-cause resolution
• Records operational information and produces statistical reports on field service activities
• Ability to work with internal and external customers to assist in developing solutions to resolve recurring field issues.
• Performs other duties as assigned

Position Requirements/Qualifications:

• An Associate’s Degree or equivalent work experience
• Understanding of Lottery industry and all related computer hardware, software and communication technologies.
• Must be willing and able to respond 24x7x365 to on-call events

Skills/Abilities:

• Must possess a strong aptitude for PC hardware, Windows and MS Office
• Must possess excellent verbal and written communication skills
• Must possess excellent organizational skills
• Must have the ability to meet deadlines while working under pressure
• Must have the ability to maintain positive working relationships with staff, peers and Lottery
• Must possess the ability to occasionally place and climb 24’ ladders, to work outdoors during summer and winter weather, and to lift 40-pound loads.

Qualifications

Education

Bachelors degree in related field.

Years of Related Experience

Years of experience 2 to 5 years

Physical Requirements

The physical demands 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. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

SG is an Equal Opportunity Employer and does not discriminate agai