Senior Field Service Engineer

About the role

The Senior Field Engineer plays a crucial role in managing and monitoring project implementations, ensuring daily service levels are met. They oversee multiple work groups, jurisdictions, and systems, handle high-level field operations, and foster customer relationships. This position involves troubleshooting, site audits, and maintaining compliance with Field Operations policies and procedures.

Responsibilities

• Manage and monitor project implementations including installation of terminals, peripherals, and network hardware.
• Responsible for first line of field operations of multiple work groups, jurisdictions, and systems.
• Ability to handle complex applications across multiple operating systems.
• Foster customer relationships and resolve customer discontent.
• Manage third-party consultants to complete assigned projects and implementations.
• Direct and coordinate troubleshooting activities for field events, perform site audits, and ensure adherence to Field Operations policy and procedures.
• Interface with local Field Service, Operations Manager, Project Manager, and customer staff during projects and site reviews.
• Create various levels of documentation including tech training, call center, and customer-facing materials.
• Organize and monitor budgetary needs for each project to ensure fiscal maintenance and general procurement for Lottery Operations.
• Follow departmental standards, policies, and procedures with latitude to troubleshoot daily issues within established standards.
• Train field staff to ensure self-sufficiency after and during project implementation periods for continuous trouble-free operation of all field activities.
• Participate in minimizing adverse impact of incidents and problems by working proactively and reactively, discovering root causes, and implementing Irreversible Corrective Action (ICA) plans.
• Record, report, and track defects to accurately depict the status of service levels and identify trends needing attention.
• Ensure adherence to prescribed schedules and operating policies and procedures.
• Contribute to analyzing new business opportunities and supporting decision-making for responding to Request for Proposals (RFP).
• Input to budget process, review expenditures, assist with new product development (hardware and customer interface), and work on financial and operational components.
• Be on-call during system events outside of standard work hours.
• Regularly work beyond 60 hours per week due to nonstandard work hours and travel requirements.

Requirements

• A Bachelor’s Degree in Computer Science or equivalent job experience.
• 2 years of management or project leadership experience.
• 7+ years of related technical experience.
• Basic LAN administration skills.
• Advanced Microsoft experience.

Skills / Abilities

• Ability to develop and maintain positive working relationships.
• Ability to communicate with all levels of management.
• Ability to work with minimal supervision.
• Ability to troubleshoot technical issues with minimum oversight.
• Average organizational and interpersonal skills.
• Ability to collect and maintain documentation in accordance with Company protocol.
• Ability to work in a small environment.
• Ability to maintain an aggressive project management schedule within the scope of the customer's expectations.
• Working knowledge of all Microsoft products.
• Strong communication skills in both oral and written forms.
• Ability to quickly learn and understand new technologies.
• Ability to lift 30 lbs.
• Ability to sit, stand, bend, and stretch for a minimum of 50% of the time.

Physical Requirements

The employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. Certain SG employees may be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation, or contracts. SG requires all employees to meet these requirements to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.