Director, Field Service

Overview

Director, Field Service role at Light & Wonder. Gaming: Welcome to the world of land-based gaming. Light & Wonder’s Gaming team builds cutting-edge technology, products, and content for iconic casinos and operators across the globe.

Position Summary

The purpose of this position is to oversee the operation of the Field Service Department—including the development of departmental policies, expense monitoring, staffing, and coordination with other departments—to help Light & Wonder meet its business objectives.

Essential Job Functions

• Oversee the development of the Field Service Department to ensure the appropriate quantity of staff and mix of skills are available to meet current and foreseeable business needs within budgetary parameters.
• Understand and interpret the company’s personnel policies and procedures; develop and communicate related departmental policies and procedures to the Service personnel.
• Manage and direct the Regional Service Managers regarding the hiring, training/development, and termination of Service personnel; set goals with Regional managers, monitor progress, and report results on performance evaluations.
• Assign Field Service Managers in all remote field offices.
• Using Field Service Managers’ reports and service logs, direct problem areas to the proper departments for resolution.
• Administer and manage department budgets.
• Follow up with customers to provide information and resolutions to problems.
• Administer training program for internal and external customers.
• Monitor service response time in all jurisdictions.
• Investigate all warranty repairs on products to assess trends; report these to appropriate departments.
• Monitor overtime reports for all jurisdictions to ensure proper utilization of assigned personnel.
• Analyze future workload requirements to include, but not limited to, adding or deleting participation games, number of conversions handled to optimize play, average number of service calls per day in each jurisdiction, forecasted sales, etc.
• Work closely with all Field Service Managers to ensure the proper utilization of personnel and equipment.
• Semi-annually, conduct surveys with external customers to spot trends and/or problem areas.

Qualifications

• Training and/or Experience:

Ten years experience in a managerial role with five years in the gaming industry.

• Training and/or experience with computer database technology.
• Electronics training and/or experience with emphasis on manufacturing and service techniques.
• Knowledge, Skills and Abilities:

Adheres to all departmental and company safety/security policies, procedures, and protocols.

• Knowledge of the company and its products.
• Advanced understanding of mechanical and electrical systems and repair concepts.
• Knowledge and understanding of the gaming industry.
• Ability to demonstrate positive customer service to internal and external customers, in person and via phone.
• Ability to work as a technical professional in a high-pressure environment.
• Advanced troubleshooting skills and problem-solving skills.
• Excellent communication and presentation skills, verbal and written.
• Ability to build positive interpersonal relationships and contribute as a member of the team.
• Ability to prioritize, be proactive, handle multiple responsibilities, and work under pressure.
• Ability to be flexible to a changing environment, acknowledging urgency when necessary.
• Ability to exercise good judgment and discretion in confidential matters.
• Business math skills.
• Ability to travel approximately 30%.
• Education:

Bachelor's Degree or equivalent experience

• Valid gaming card, and/or the ability to obtain one by the appropriate licensing agency.
• Valid driver’s license in the province where primary duties are performed; and willing to drive a company vehicle and/or a personal vehicle.
• Valid passport, and/or the ability to obtain one by the appropriate licensing agency.
• Must be at least 21 years of age, as required by law.

Physical Requirements

Work Conditions

• The work conditions are representative and typical of similar jobs in comparable organizations.
• Some domestic and international travel required.

L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, provincial, or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster.

Seniority level

• Director

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Gambling Facilities and Casinos

Referrals increase your chances of interviewing at Light & Wonder by 2x.

Location

Montreal, Quebec, Canada

Salary

• CA$175,000.00 per year

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