Manager, Field Services

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

IGT is seeking a dedicated and experienced Gaming Field Services Manager to join our team in the greater San Diego area. In this role, you will lead and manage a team across multiple jurisdictions, overseeing the IGT Gaming Services operations. Your responsibilities will include coordinating service visits to casino and gaming customers, managing customer interactions, and handling human asset and facilities management. Additionally, you will participate in and sometimes lead projects or initiatives beyond your assigned jurisdiction as directed by senior leadership. This position requires a proactive approach to ensure high levels of customer satisfaction, compliance with regulations, and effective use of resources.
 

• Plan and supervise work related to the IGT Gaming business in an assigned area, ensuring efficient and effective operations.
• Direct and monitor Field Service staff activities, including selection, evaluation, training, and managing personnel issues such as employee relations, corrective actions, and terminations.
• Ensure staff coverage and productive use of time and resources, maximizing efficiency and effectiveness.
• Achieve high levels of field service satisfaction by maintaining strong relationships with casino customers, vendors, gaming officials, and State Gaming Officers, and ensuring compliance with procedures and standards.
• Plan and schedule workflows, including product setup, installations, servicing, maintenance, and upgrades, to meet service requirements and deadlines.
• Provide technical and compliance guidance by helping diagnose problems, interpret procedures, and ensure adherence to relevant regulations and standards.
• Supervise compliance with relevant regulations and regulators, ensuring all operations meet legal and regulatory standards.
• Recognize and respond to urgent situations, supporting revenue and asset protection through labor analysis, expense control, and documentation updates.
• Promote and enforce safety rules and regulations, ensuring a safe working environment for all team members.

Qualifications

• 4-6 years of experience in gaming or casino services, specifically in field services, demonstrating a strong understanding of the industry.
• Proven experience as a manager-level leader in a services role, with the ability to effectively manage and motivate a team.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel, to support daily operations and reporting.
• Strong planning and organizational abilities to manage multiple tasks and projects efficiently.
• Excellent skills in customer relations and service, ensuring high levels of satisfaction and effective communication with clients.
• Ability to coach, train, and mentor team members, fostering a supportive and productive work environment.
• Capability to inspire and motivate others, driving team performance and engagement.
• Strong skills in financial and business analysis, enabling sound decision-making and budget management.
• Ability to lead and support organizational change effectively, ensuring smooth transitions and continuous improvement.
• Demonstrates urgency, analytical, and critical thinking abilities to address challenges and optimize operations.
• Excellent communication, presentation, and interpersonal skills to interact effectively with various stakeholders.
• Ability to follow policies, procedures, and safety guidelines, ensuring regulatory compliance and workplace safety.
• Experience in performance pl