Field Service Manager

About the role

The Field Service Manager will oversee field service operations and warehousing in Texas, Colorado, Ohio, and Illinois. Key responsibilities include establishing and maintaining knowledge of lottery games and equipment, communicating the value of services, building customer relationships, and managing team performance.

Responsibilities

• Establish and maintain general working knowledge of all lottery games, hardware, software, supplies, and equipment required for field operations.
• Communicate the value of our services and match products with customer needs.
• Build and maintain strong, long-lasting customer relationships.
• Collaborate with multiple departments to develop a cross-functional team to meet all company goals and objectives.
• Identify both long-and short-term departmental strategies/goals.
• Analyze data, prepare reports, and deliver presentations regarding product and team performance, service availability, and field activities.
• Act as the incident manager for all field operational events.
• Aid in the development and support of field operational projects.
• Identify, recruit, develop, and support the team through trust, training, proper delegation, listening, providing consistent feedback, positive encouragement, and appropriate recognition.
• Demonstrate the highest level of integrity, ethics, diversity, respect, and maintain an approachable demeanor.
• Identify, develop, and implement field service policies and procedures.
• Aid in the planning, monitoring and support of the sites/departments budget.
• Maintain an escalation on-call status.
• Perform regular customer site visits and phone calls to ensure top-tier service.
• Ensure the team has the appropriate quantity of supplies, proper equipment, and tools, along with the adequate training and technical support necessary to complete their work effectively.
• Develop, monitor, and maintain accurate inventory levels of equipment and supplies.
• Periodically perform problem diagnosis assistance of hardware and software issues for team members.
• Perform these functions and all other duties as assigned.

Requirements

• Associate’s degree or equivalent work experience
• Two to four years experience as a successful leader
• Excellent interpersonal, verbal, and written communications skills
• Exceptional customer satisfaction skills
• Have demonstratable leadership skills
• Proven self-starter with motivation and ability
• Organization and time management skills that enable effective multitasking
• Maintain an escalation on-call status
• Occasional ladder climbing
• Ability to regularly lift or move 35 pounds or more
• Pass a background check, drug test, and have a clean driving record
• Ability to pass a DOT certification and drug test
• Ability to travel overnight

Qualifications

• Education: Associate’s degree or equivalent work experience

Skills

• Leadership
• Customer Service
• Communication
• Problem Solving
• Inventory Management
• Technical Support

Benefits

Not specified

Pay

Not specified

Schedule

Not specified