Field Service Technician Supervisor - Mississauga, Canada - AGS, LLC
1 week ago
Description
Job Overview:
The Field Service Supervisor is responsible for all field service operations for the region assigned. Provides direct supervision, training and discipline to field service technicians in his/her assigned territory.
A few key components of the role include developing Field Service Technicians, scheduling for work orders and personnel, optimizing AGS products' functionality.
Responsibilities:
- Develops workflow for Field Service Technicians
- Assists in goal setting, skill enhancement and performance review activities for Field Service Technicians
- Investigates and resolves any issues resulting from substandard performance
- Ensures company policies and procedures are followed by team members
- Provides training to Field Service Technicians as needed
- Addresses customer inquiries, resolves issues and obtains customer feedback proactively
- Maintains positive and healthy relationships with various teams to ensure customer service effectiveness
- Assists in interviewing and hiring new Field Service Technicians
- Plans, coordinates and manages both scheduled work orders and unscheduled field support, as well as software and hardware upgrades
- Conducts and compiles site surveys
- Oversees local casino paperwork necessary to complete work orders
- Interacts with local Compliance officials and ensures local technicians observe all facility protocols
- Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
- Reviews the operating expenses with the Regional Service Manager and identifies spending trends and methods to optimize the budget
- Determines shortterm and longterm projections based on the proximity and number of customers serviced in an particular area
- Updates job knowledge by participating in educational opportunities
- Communicates directly with the Technical Assistance Center (TAC) to escalate found issues in the field
Skills & Requirements:
- High School or GED required
- Associate or Bachelor's degree in business or equivalent experience preferred
- 3 years' progressively responsible experience in field service in a gaming manufacturing environment preferred.
- Capable of creating an environment of support and accountability
- Previous leadership experience especially within a field service team and/or remote employees
- Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
- Experience in building and working in a team atmosphere
- Knowledge in all facets of field operations leadership and management
- Experience in coaching direct reports
- Transferable management skills
- Ability to interact and communicate effectively with technicians, support staff, and valued customers
- General knowledge of mechanical and electrical terminology and practices
- Track record for delivering results in operations, developing others, retaining high performers, creating a positive, trusting work environment, and safety
- Must be proficient with MS office products and possess the ability to learn related sales or service software tools
- This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate
Physical Requirements & Work Environment:
The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Ability to stand, walk or sit for long periods of time and perform repetitive motion type tasks regularly.
- Ability to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
- While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching and squatting.
- While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures.
- While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery operated and/or air powered).
- Ability to work in a nonclimatecontrolled environment
- While performing the job functions of this position, the employee will be required to operate a personal or work assigned vehicle. Must be able to drive long distances when needed.
Note:
All offers are contingent upon successful completion of a background check and drug screen and human performance evaluation (physical)
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Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
AGS is an equal opportunity employer.
About AGS, LLC:
Headquartered in Las Vegas with offices and employees around the world, AGS (
NYSE:
AGS) is a global company f
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