Field Service Manager

3 weeks ago

Greystanes, Australia Aristocrat Technologies Australia PL Full time

**Job Posting Title**:
Field Service Manager

**Summary**:
The Field Service Team is responsible for the servicing of Electronic Gaming Machines on site at customer venues and in our Warehouse. The team work closely together to service, carry out remedial and preventative maintenance, and carry out scheduled works such as installation and modification of gaming machines, all whilst delivering exceptional customer service.

**What You'll Do**:
As a Field Service Manager, you will be play a critical role in leading, coaching, developing and training a team of Field Services Team Leaders and Technicians to ensure Aristocrat provides and delivers a quality service to all customers. This role will often see you out in the field visiting customers and working closely with your team out in the field based across Sydney Metro areas.

You will ensure quality and cost-effective service delivery to our customers, including managing relationships with customers and well as driving growth of our services to customers through contract renewals and new business.

**You will do this by**:

- Effectively managing your field service team by leading them to success through mentoring, training and providing guidance
- Manage customer relationships and expectations including any feedback and escalations
- Scheduling and rostering for the team
- Monitor the services dashboards and ensure the team is meeting Service Level Agreements (SLA’s)
- Drive continuous improvement on SLA’s and be creative with practical solutions on how to drive this
- Proactively review upcoming customer contract renewals and facilitate the renewal with the customer to retain business
- Actively engage in gaining new business through building relationships with current and new customers
- Perform audits on venues, tool of trade vehicles and tools
- Manage and forecast the P&L for your team

**What We're Looking For**:

- Experience in managing a field-based team
- Leadership experience in leading a wide spread geographic team
- Exposure to the gaming industry would be highly desirable
- Strong computer skills, with knowledge of the Microsoft Office suite
- Strong verbal and written communication skills.
- The ability and confidence to engage multiple stakeholders, chair meetings, run conference calls with a multitude of attendees etc
- Basic Knowledge of P&L requirements
- Strong customer focus with the ability to form strong relationship
- Ability to manage & maintain cross-functional relationships with internal stakeholders
- Ability to obtain and hold a NSW 'Gaming Industry Employee” licence is mandatory for this role

**Why Aristocrat?**:
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
- World Leader in Gaming Entertainment
- Robust benefits package
- Global career opportunities

**Our Values**:

- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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