Field Service Technician Supervisor

Commonwealth Gaming LLC - Northern Cambria, PA

Full-time
We are looking to add talent to our growing team with the potential to advance quickly and the opportunity to learn all aspects of the video gaming terminal business. We offer a fast-paced and entrepreneurial environment within an established and profitable industry leader. If you are a motivated self-starter who thrives in a high-energy culture with demonstrated excellence in prior endeavors and a strong desire to make an impact, apply to join our team.

POSITION OVERVIEW

We are currently searching for a Field Service Technician Supervisor to join our team. Reporting directly to the Service Manager this position will work closely supporting our client and company operations. The ideal candidate will have strong leadership skills, analytical skills, and exquisite communication skills.

MAIN 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
Manages route cash handling and collections with Field Service Technicians
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
Responsible for all collections, reconciliation, recycle, and accountability of route cash
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 video gaming terminal paperwork or work-based apps necessary to complete work orders
Interacts with state and local Compliance officials and ensures 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 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 Company Operations leadership to escalate issues discovered in the field
Ability to create an environment of support and accountability
REQUIRED SKILLS

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
Prefer 3 years of cash handling experience in a bank or casino setting
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 with 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 requires registration and licensing with the Pennsylvania Gaming Control Board (PGCB)

MUST ALSO HAVE KNOWLEDGE AND EXPERIENCE IN:
Relevant professional qualifications and a proven track record.
Analytical and decisive skills, with the ability to prioritize and communicate key objectives to achieve organizational goals.
Ability to maintain strict confidentiality and handle a high-pressure environment.
Previous experience in the Gaming industry is highly desirable.
A good team player, capable of working in a fast-paced pressured environment maintaining accuracy and quality.
Excellent Communication Skills, with the ability to deal efficiently with different internal departments and external counterparts.
Ability to build relationships effectively, both in the immediate team and wider business
Commonwealth gaming is a veteran owned and operated company. Our benefits include medical, dental, vision, and paid time, just to name a few.

Commonwealth Gaming is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: we have a commitment to the principles for equal employment opportunity for all employees and to provide employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and an individual’s qualifications, without regard to race, color, national origin, ancestry, sex, sexual orientation, sexual identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability.

  • All candidates must be able to pass an extensive background check for this position.
  • We have possible openings in the following locations:
  • Emlenton - Shippenville areas
  • Altoona - Bedford areas
  • Chambersburg - Harrisburg areas
  • Hazelton - Pottsville areas