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Field Service Supervisor in Seattle, WA at AGS

Date Posted: 4/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Seattle, WA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

As one ofthe leading providers of games and technology for casino floors, AGS is anexciting place to work. We create top-performing slot games, live felt tablegames, and mobile games and applications that provide transformational customerand player experiences.

Recentlyrecognized as one of 2017's ‘Best and Brightest Companies to Work For®’ in theU.S. and along with this nationwide recognition, AGS also won a top spot amongAtlanta’s 2017 ‘Best and Brightest Companies to Work For’, a regional honor forcompanies in the Atlanta metro area.

Ourmission is to deliver highly entertaining, diverse, and amazing gamingexperiences to players around the world, while never losing the passion,agility, grit, and customer-focus that made us successful in the first place.

The Field Service Supervisor is responsible for all field service operations for the Northwestern region. He/She provides direct supervision, training and discipline to field service techniciansin the assigned territory.  A few key components of the role includedeveloping Field Service Technicians, work order and personnel scheduling andAGS' product functionality.

Essential Functions:

  • 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
  • Overseeslocal 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 short-term and long-term projections based on the proximity and number of customers serviced in a 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



  • HighSchool or GED required
  • Associateor Bachelor’s degree in business or equivalent experience preferred
  • 3 years’ progressivelyresponsible experience in field service in a gaming manufacturing environment
  • Capable of creating an environment of support andaccountability
  • Previous leadership experience especially within a fieldservice team and/or remote employees
  • Excellent communicator that works well with others andtreats employees fairly with strong customer service orientation
  • Experience in building and working in a team atmosphere
  • Knowledge in all facets of field operations leadershipand management
  • Experience in coaching direct reports
  • Transferable management skills
  • Ability to interact and communicate effectively withtechnicians, support staff, and valued customers
  • General knowledge of mechanicaland 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 officeproducts and possess the ability to learn related sales or service softwaretools
  • Thisposition may require registration with the Nevada Gaming Control Board (NGCB)and/or other gaming jurisdictions in which we operate

Note: All offers are contingent upon successful completionof a background check

*Posted positions are not open to third party recruiters and unsolicitedresume submissions will be considered free referrals.

AGS is an equal opportunity employer.


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