Director of Service

ESSENTIAL DUTIES

• 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.
• 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.
• 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.
• Partner with Product Development, Engineering, Compliance, Operations, Production, and Warehouse teams to support product performance, regulatory compliance, deployment readiness, and corrective actions.
• 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.
• 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 of managing field service teams.
• Gaming industry experience strongly preferred.
• Experience supporting distributed field operations across multiple jurisdictions.