Field Service Manager

Scientific Games

. Serve as the principal point of contact between Field Service personnel, Regional Field Service Manager/Director, and General Manager .

Posted 9/18/2026full-timeRemote • Minnesota • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing field operations, overseeing lottery equipment, and ensuring quality service delivery. Proficient in staff supervision, training, and maintaining compliance with gaming and lottery regulations.

Highest-signal resume keywords

Field Operations ManagementLottery Equipment OversightStaff Supervision and TrainingProject ManagementCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Lottery-Related SoftwareHardware TechnologiesCommunication TechnologiesBudget ManagementField Service AuditsStatistical ReportingPreventative MaintenanceProblem DiagnosisInventory ManagementPerformance Appraisals

Soft Skills

Excellent Communication SkillsPositive Relationship ManagementCoaching and DevelopmentCustomer Service SkillsTeam Collaboration

Tools & Technologies

Field Service Management SoftwareInventory Management SystemsCommunication ToolsComputer Systems

Industry Keywords

Gaming ComplianceLottery RegulationsField Service OperationsTechnical SupportSafety Procedures

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or equivalency
Thorough understanding of lottery-related computer software, hardware technologies, and communication technologies
Good driving record
Previous project and personnel supervisor or management experience preferred
Excellent verbal and written communication skills
Ability to quickly learn and understand new technologies
Excellent customer service skills
Ability to maintain positive working relationships
Ability to lift and move up to 70 lbs.
5 to 8 years of related experience
Ability to sit, stand, walk, bend, use hands, operate a computer, and perform close and distance vision tasks
Must meet applicable gaming, lottery, licensing, background investigation, security, legal, regulatory, and contractual requirements as a condition of employment where applicable

Benefits

Comp & perks

Equal Opportunity Employer
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
Company fleet vehicle access for job duties
Background investigation/security checks and required licensing support as applicable to the role