Share this Job

Field Service Manager - Lottery (Wallingford, CT)


CT Statewide, CT, US

Requisition ID:  11419

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit


Join the WINNING TEAM at IGT Global. We are currently seeking a Field Service Manager for our Connecticut operations. This position is responsible for directing the coordination, supervision, and management of the activities of Field Service personnel for the Connecticut account. These operations include the following: service visits to customers by Field Resources, interactions with customers, human asset management and facilities management, as well as various managerial support activities.


  • Direct and monitors all activities of the Field Service CT staff. Selects, supervises, evaluates, and trains Field Service personnel. Notifies next level manager of potential personnel issues and assists in managing these personnel issues, which include employee relations, disciplinary actions, terminations, etc.
  • Review Field Service staff schedules to insure maximum coverage, effective, productive use of time and resources for all employees. Evaluates field performance to verify compliance with procedures and standards.
  • Oversees daily activities, such as service calls, supply calls, preventative maintenance calls, retailer complaints, coverage needs and terminal availability to insure uninterrupted workflow.
  • Monitors terminal failures and interfaces with Field Engineering regarding solutions and improvements.
  • Assists Field Engineering in documenting depot staffing, equipment, procedures, and terminal performance for expansions and proposals.
  • Performs personal visits to improve customer relations. Troubleshoots and resolves customer and retailer problems pertaining to field service.
  • Establishment of productive working relationships with other members of the organization and with other functional areas within the company to ensure optimal levels of performance within the region and across regions.
  • Responsible for achieving high levels of field service satisfaction with retailers, vendors, and lottery personnel. This is accomplished through scheduled visits to customers, establishment of productive working relationships with customers, resolution of outstanding issues and providing high service levels to the site.
  • Frequent interface with Field Service Technicians (FSTs), Regional Director, Lottery Personnel, Account Development Manager (ADM), Sr. Staff at IGT, local vendors and sub-contractors. Participates in customer forums, which are led by the ADM, Regional Director, or Sales Account Team. (Interface and participation may vary from site to site.)
  • Oversees training and development programs for IGT Field Service staff.
  • Reviews standardized Fleet Locate.
  • Identifies best practices through analysis and assessments. Assists Regional Director in the communication and implementation of best practices that include necessary monitoring and measurement processes. (Level of involvement may vary from site to site.)
  • Reviews inventory and quality of shipments.
  • Complete warehouse and FST inventory on a weekly basis.
  • Assists the Regional Director with budget forecasts and management of an annual operating budget. (Budget responsibility may vary according to site.)
  • Facilitates a strong working environment that encourages commitment to the company, its values, and its customers.
  • Frequent contact with moderate to high impact with staff and management team.



  • Bachelor’s degree or equivalent experience preferred



  • Four to six years’ experience in field services and one or more year’s management experience preferred.


Minimum knowledge and skills requirements

  • Strong PC skills – Excel, Word, PowerPoint
  • Effective planning and organizational skills
  • Strong customer relations management/customer service skills
  • Excellent coaching, training, mentoring, performance management skills
  • Able to inspire and motivate others
  • Strong relationship building/interpersonal skills
  • Strong financial skills and knowledge
  • Sound business analysis skills
  • Able to lead and effectively support change
  • Superior verbal and written communication skills
  • Demonstrates a strong sense of urgency and makes sound business judgments
  • Able to effectively implement and manage projects
  • Proven ability to achieve desired results


Other skills or knowledge preferred

  • Intermediate level understanding of employee relations / legal requirements
  • Strong knowledge of financial solutions, budgeting, metrics reporting and analysis 
  • Knowledge of performance of multiple site audits, gap analysis   
  • Ability to review and provide analytics on reporting data a plus
  • Project management experience preferred

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.


At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $101,000​ - $125,500​. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.


Base pay is only one part of our Total Rewards program.  Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses .  In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.


IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit