Director, Field Service

Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most 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 and Wonder meet its business objectives.

• 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

• Assigns Field Service Managers in all remote field offices

• Using Field Service Managers’ reports and service logs, directs problem areas to the proper departments for resolution

• Administers and manages department budgets

• Follows up with customers to provide information and resolutions to problems

• Administers training program for internal and external customers

• Monitors service response time in all jurisdictions

• Investigates all warranty repairs on products to assess trends; reports these to appropriate departments

• Monitors overtime reports for all jurisdictions to ensure proper utilization of assigned personnel

• Analyzes future work load 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.

• Works closely with all Field Service Managers to ensure the proper utilization of personnel and equipment

• Semi-annually, conducts surveys with external customers to spot trends and/or problem areas

Qualifications

• 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:

Bachelors Degree or equivilant 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

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

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 .