Director, Field Services

About WDTSWalker Digital Table Systems (WDTS) builds the technology behind smarter casino table games. Our RFID-enabled chips, readers and table systems give casino operators real-time visibility into table play, helping them protect revenue, improve the guest experience and run their floors with confidence. Based in Las Vegas, WDTS supports casino properties in the United States and in international gaming markets.The roleThis is a new leadership role at an exciting point in our growth. As Director, Field Services, you will:• Lead the onsite Field Services organization that installs, upgrades, repairs and maintains WDTS gaming hardware and RFID table technologies at casino properties across multiple regions, owning service quality, installation outcomes and customer satisfaction for the function.• Build the capability of Field Service Managers, Supervisors and Bench Technicians through clear standards, structured development, certification and licensing programs, and disciplined performance management.• Set the strategy, operating plan, budget and coverage model for field service, serving as the senior escalation point for key casino customers and representing WDTS with regulators and at industry events.You will report to the VP of Global Support and lead our Field Service Managers, Supervisors and Bench Technicians. Field Services owns every job that needs a technician on the casino floor.What you’ll doLeading the organization• Lead Field Service Managers, Supervisors and Bench Technicians across multiple regions, setting goals, completing performance evaluations and holding leaders accountable for results.• Build the capability of direct reports: assess skills against a defined competency and certification matrix, create individual development plans and grow a bench of ready-now successors.• Set organization design, staffing levels and Lead selections, and approve hiring and promotion within approved headcount and budget.• Own workforce planning and succession for the function in partnership with HR, and keep job descriptions, levels and career paths current.• Make final decisions on escalated disciplinary and termination cases in partnership with HR.Strategy, planning and budget• Define and execute the strategic and operating plan for field service in the regulated casino gaming sector, in partnership with the VP of Global Support and executive leadership.• Allocate headcount, budget and coverage across sites, regions and teams to meet service commitments, and manage the function to budget.• Lead regional initiatives that improve field delivery, including new technologies, AI-enabled tools, processes and best practices tailored to the gaming industry.Service delivery and operations• Oversee end-to-end installation, commissioning, upgrade, repair and preventive maintenance of RFID technologies and gaming hardware at casino properties, ensuring timely, high-quality execution.• Own technician dispatch and scheduling, and set standards for site installs, game conversions and floor work, including on-time arrival, first-time fix rate and repeat-visit reduction.• Manage parts, spares and inventory, the bench repair and return flow, and the tools and test equipment that support onsite service levels.• Define the handoff between Field Services and Technical Services so onsite issues are dispatched quickly and field findings return to the support record.• Monitor KPIs — install schedule adherence, first-time fix rate, response time and customer satisfaction — and use data to make decisions and improve outcomes.Customers, compliance and representation• Build strong relationships with key casino customers and act as the senior point of contact for onsite escalations and critical issues.• Ensure field operations meet the gaming regulatory, licensing and safety requirements of every jurisdiction served, including gaming employee registration for personnel who work on casino floors.• Set technician training, certification and licensing standards and track compliance across the organization.• Collaborate with Sales, Product Management and Engineering so RFID solutions and gaming hardware deploy as planned and field insights shape product improvements.• Represent WDTS at industry conferences, technical panels and regulatory events.What we’re looking for• Bachelor’s degree in Business Administration, Engineering, Computer Science or a related field, or equivalent combination of education and experience (e.g., technical military training plus progressive field leadership).• 10+ years of experience in field service, installation or technical delivery roles, including 5+ years leading field technicians and/or field service managers.• Experience in casino gaming or gaming hardware field service (installation, conversions or maintenance on casino floors).• Proven track record leading multi-site, multi-region field service teams, preferably in a multinational company.• Experience managing technician dispatch, scheduling, workforce planning, parts and spares, and a departmental budget.• Working knowledge of jurisdictional gaming licensing for field personnel and onsite safety practices.• Ability to obtain and maintain Nevada Gaming Control Board gaming employee registration and required licenses in other jurisdictions served; must be at least 21 years of age to work on casino gaming floors.• Valid passport (or ability to obtain one before first international trip) and valid driver’s license.• Proficiency with computer applications (Microsoft Office, SharePoint, Jira, Confluence) and with AI tools, including generative AI, as a daily productivity tool.• Professional-level written and spoken English.• Ability to satisfactorily complete a background check (and other screening required by gaming regulators).Nice to have• Hands-on or leadership experience with RFID technologies, table-game systems or casino management systems.• Experience with a gaming manufacturer or supplier (e.g., table-game, slot or systems vendor).• Experience building technician training, certification and career-path programs.• Proficiency in additional languages of regions served (e.g., Spanish, Mandarin, Cantonese, Tagalog, Japanese).• PMP, ITIL or Lean/Six Sigma certification.• Experience representing a company with gaming regulators or at industry events (e.g., G2E, G2E Asia).Don’t meet every single nice-to-have? We still encourage you to apply — we value equivalent experience and diverse paths into field leadership.Skills that will help you succeed• Leading leaders: coaching, developing and holding Field Service Managers and Supervisors accountable.• Complex project and program management for technology installs at live casino properties.• Data-driven decision-making using dashboards and reporting (Jira, Confluence).• Computer applications: advanced proficiency with Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams), SharePoint, Jira and Confluence.• AI tools: daily, practical use of generative AI tools (e.g., Microsoft Copilot, ChatGPT, Claude) for analysis, reporting, documentation and planning, with sound judgment about data confidentiality.• Professional written English: clear, concise executive reports, customer communications and procedures.• Professional spoken English: confident presentation to casino executives, regulators and internal leadership.• Influence and inspire teams and stakeholders at all organizational levels and across cultures.• Make sound decisions quickly during live-floor escalations with incomplete information.Where and how you’ll work• On-site at our Las Vegas, Nevada location, full time.• Domestic and international travel 20–40%, including some evenings, weekends and holidays during installations and critical customer needs.• Office and casino-floor environments with varying noise levels; occasional lifting up to 25 pounds.Physical requirements• Sit or stand for extended periods at a desk, computer station or casino site.• Occasionally lift or carry objects up to 25 pounds (hardware, equipment), with or without assistance.• Fine motor skills for typing and operating computers and office equipment.• Travel domestically and internationally 20–40% of the time, including air travel, long drives and occasional evenings, weekends and holidays for installs or critical escalations.• Walk and stand on casino floors with varying noise, lighting, smoke exposure (where permitted by local law) and crowd levels.• Participate in in-person meetings and presentations, including standing and moving about a room.Conditions of EmploymentEmployment is contingent on a satisfactory background check and on obtaining and maintaining Nevada Gaming Control Board gaming employee registration and any other gaming approvals required by the jurisdictions we serve. Candidates must be authorized to work in the United States; visa sponsorship is not available for this role.Equal Employment OpportunityWalker Digital Table Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local law. WDTS is committed to providing reasonable accommodation to applicants and employees with disabilities; to request an accommodation during the application process, contact Human Resources.Walker Digital Table Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local law. WDTS is committed to providing reasonable accommodation to applicants and employees with disabilities; to request an accommodation during the application process, contact Human Resources.