Field Services Supervisor

OVERALL OBJECTIVE AND PURPOSE

Reporting to the Field Services Manager, the Field Services Supervisor directs the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

PRINCIPAL DUTIES & RESPONSABILITES

• Manages retail agent technical service needs, including (but not limited to) responding/ assigning teams to respond promptly to technical calls, troubleshooting and resolution of technical and hardware issues, installations and de-installations of equipment, corrective and preventive maintenance, aimed at ensuring equipment remains in optimal working conditions.

• Manage and guide Field Services, to meet the standards of the Service Level Agreement, avoiding penalties and keeping a high level of “customer satisfaction” with the service provided.

• Ensure the team follows all the procedures to guarantee the correct log of all field activities (Installations, de-Installations, Preventive and Corrective maintenance visits).

• Observes safety and security procedures as related to field activities and reports potentially unsafe conditions and where necessary make recommendations.

• Plan and supervise work related to the provision of onsite Field Services for the Jamaica operation.

• Keeps equipment operating by enforcing operating instructions; troubleshooting breakdowns; requiring preventive maintenance; calling for repairs.

• Updates job knowledge by participating in educational opportunities; reading technical publications.

• Manage the coordination, scheduling, auditing, and maintenance repairs to include preventative, mechanical and electrical repair to IGT’s Field Services fleet of vehicles.

• Provides direction to employees according to established polices and management guidance.  Administers company policies that directly affect subordinate employees.

• Schedule visits to the Lottery Point of Sales to ensure the work done by the FSTs is aligned with the company best practice and procedures.

• Identify and document areas of development for the field service staff.

• Coordinate the projects and duties that encompass multiple market segments to the retails customers from the equipment set up to installations, servicing with maintenance, onsite fix and upgrading lottery equipment.

• Performs any additional duties and responsibilities as assigned.

REQUERIMENTS

ACADEMIC BACKGROUND

• A degree in general management, Business Administration, Electronics or Operations with a least two years’ experience

EXPERIENCE

• 2 years’ experience in a service delivery environment

ESSENTIAL REQUIREMENTS

• High Computer Literacy skills, with experience using MS Office programs (including but not limited to Outlook, Word, Excel).

• Highly professional attitude with outstanding business etiquette, networking, negotiation, interpersonal and communication skills (verbal, written, presentation, business reporting, public-speaking skills). 

• Focused, disciplined and self-motivated, maintaining a positive attitude and proactive, solutions -focused approach, even if performing under stressful circumstances.  

• Demonstrated ability to lead and successfully drive results a dynamic, competitive, fast-paced environment, working independently or with multidisciplinary and multicultural teams and partners (internal and external).

• Well-organized with strong time management skills.

• Keen attention to details and accepts ownership and accountability.  

• Creative, out of the box thinker, with a natural passion and drive for excellence. 

• Ability to train, coach, mentor, and evaluate the performance of staff. 

• Genuinely demonstrates a high level of integrity and maintains confidentiality of information acquired on the job. 

• Flexible to work extended hours based on business needs (evenings, weekends, public holidays).

• Possess a driver’s license and clear driving record.

• Sound knowledge of pertinent local laws, codes, and regulations.

• Must be analytical with ability to provide sound business analysis to field services operation trends and reports.

• Inspires and energizes others to commit to and achieve goals and holds people accountable for achieving results.

• Works collaboratively and cooperatively with others inside and outside of the company to achieve company goals.

• Cultivates relationships across functional and department lines. Proactively shares information with others.

• Recognizes the reality of the current situation, accurately analyzes business opportunities, and exhibits sound business judgment.

• Evaluates risks and consequences before deciding.

• Establishes, communicates, and achieves aggressive business goals which add value to the organization.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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