Field Service Manager, Cincinnati area

About the Role

Scientific Games is the global leader in lottery games, sports betting, and technology, partnering with government lotteries to deliver cutting-edge backend systems, entertainment experiences, and retail and digital solutions. The Field Service Manager supports the quality and on-time delivery of all field operations while ensuring customers experience top-tier service. This role leads a team of Field Technicians responsible for the installation, removal, relocation, preventative maintenance, and break-fix work on lottery equipment at retailer locations.

Responsibilities

• Establish and maintain working knowledge of all lottery games, hardware, software, supplies, and equipment required for field operations.
• Communicate the value of services and match products with customer needs.
• Build and maintain strong, long-lasting customer relationships.
• Collaborate with cross-functional teams to meet company goals and objectives.
• Assist in identifying both long- and short-term departmental strategies and goals.
• Analyze data, prepare reports, and deliver presentations on product and team performance, service availability, and field activities.
• Act as an incident manager for field operational events.
• Assist in the development and support of field operational projects.
• Identify, recruit, develop, and support the team through trust, training, delegation, feedback, encouragement, and recognition.
• Demonstrate integrity, ethics, diversity, and respect while maintaining an approachable demeanor.
• Identify, develop, and implement field service policies and procedures.
• Assist in planning, monitoring, and supporting the site/department budget.
• Monitor and ensure proper use and service of company vehicles and equipment.
• Perform regular customer site visits and phone calls to ensure top-tier service.
• Conduct regular in-person, field, and phone one-on-one engagements with each team member.
• Ensure the team has adequate supplies, equipment, tools, training, and technical support.
• Monitor and maintain accurate inventory levels of equipment and supplies.
• Provide problem diagnosis assistance for hardware and software issues.

Requirements

• High School Diploma or equivalent.
• Five years of computer software and hardware troubleshooting experience preferred.
• One or more years of experience as a successful leader preferred.
• Excellent interpersonal, verbal, and written communication skills.
• Exceptional customer satisfaction skills.
• Demonstrable leadership skills.
• Proven self-starter with motivation and ability.
• Strong organization and time management skills enabling effective multitasking.
• Maintain an escalation on-call status.
• Ability to occasionally climb ladders.
• Ability to regularly lift or move 35 pounds or more.
• Pass a background check, drug test, and maintain a clean driving record.
• Ability to pass a DOT certification and drug test.
• Ability to travel overnight.

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, stand, walk, bend, and use hands.
• Operate a computer and have specific vision abilities, including close and distance vision and the ability to adjust focus.

Pay

Salary range: $63,000 - $78,000. When a salary range is listed, it reflects typical compensation for this role based on level and location. Actual pay depends on experience, skills, and education.

Scientific Games requires all employees to meet regulatory and contractual commitments, including obtaining necessary gaming or other licenses, undergoing background investigations, or security checks as dictated by law, regulation, or contracts.