Scientific Games

Manager

• Serve as the principal point of contact between Field Service personnel, Regional Field Service Manager/Director, and General Manager
• Oversee field operations and management of lottery equipment at site locations within the state
• Manage inventory and oversight of consumable supplies
• Oversee field repair functions, including installation, relocation, removal, communication, and peripheral procedures
• Ensure quality and on-time delivery of field service activities supporting SGI Online Operations
• Supervise, recruit, develop, coach, and train Field Services personnel
• Prepare and monitor departmental budgets within approved limits
• Conduct staff field evaluations, performance appraisals, development guidance, and annual evaluations
• Oversee field-related projects
• Diagnose problems and provide telephone assistance to technicians regarding field hardware/software
• Monitor call queues, manage personnel toward zero SLAs, and minimize overtime
• Establish and maintain department procedures for training, scheduling, dispatch, escalation, reporting, preventative maintenance, repairs, and safety
• Ensure staff have appropriate equipment, supplies, tools, and training
• Perform Field Service audits and ridealongs; monitor service-call volume, duration, and trend data for continuous improvement
• Follow up with retailers after completed service calls
• Work with Lottery staff and participate in task forces to resolve recurring problems; represent Scientific Games in Lottery meetings
• Manage Company fleet vehicles, including monthly inspections, maintenance, and policy compliance
• Monitor parts and consumables inventory
• Provide backup assistance to technicians, Dispatch, and Field Services staff
• Record and produce statistical information on Field Services efficiency
• Participate in Field Services meetings
• Perform other responsibilities as assigned