Field Technician Manager

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

Job Summary:
As the Technical Manager, Field Installations, you will be responsible for the scheduling of installations, conversions & retrofits for technicians, contractors, agents, and overall output of planned day-to-day jobs. The Technical Manager, Field Installations is responsible for overseeing and running of the field technicians, contractors and ensuring that required time frames are adhered to and that all necessary regulatory approvals & governance are in place for product installations.

Essential Duties and Responsibilities:

- Act as a point of contact for Sales Team/Customers/Internal Departments/Contractors and Agents
- Lead a team of Field Technician support staff developing products and address training needs when necessary
- Scheduling installations for Field Technicians, contractors and Agents and workflow support
- Liaising with internal stake holders, customers, and contractors to obtain information and coordinate the installation schedule in response to daily changes, whilst maintaining high quality standards
- Monitoring schedule performance metrics and identifying opportunities for process improvement to enhance overall business efficiency
- Manage the fault escalation process in order to ensure customers and gaming equipment issues are acted on in a timely manner
- Ensure compliance with key management requirements
- Recording, preparing, and distributing updated schedules in a timely manner
- Communicate and collaborate with cross-functional teams, departments to streamline processes and drive improvement
- Be solutions driven, consistently looking for ways to improve processes and procedures
- Input of sales, service and retrofit orders
- Working towards job entry targets and KPI’s, maintaining job completion rates & technician utilisation rates
- Update and maintain Contractor and Agent contact list
- Administer retrofit reports
- Coordinate special Installation projects
- Obtain approvals from regulatory bodies before allowing dispatch
- Ensure governance and submit to finance for invoicing
- Play an active role in the forecasting process with sales and planning
- Liaise with production, order management & dispatch teams to ensure equipment is available to meet installation schedule
- Provide the following reports:

- Installation Report (weekly) by region
- Conversion Report (weekly) by region
- Retrofit Report (as required) by region
- Break fix / Callout Report (weekly)
- Part usage and Consumption Report
- End of Month Reports

Knowledge, Skills and Abilities:

- Scheduling/appointment setting experience
- Strong technical aptitude with exceptional leadership skills
- The ability to meet demanding deadlines, work without supervision, use own initiative and possess a positive attitude towards teamwork and customer satisfaction (both internal and external) are all vital role requirements
- The ability to understand, interpret and prepare financial data, combined with overall commercial acumen is a role requirement
- A good understanding of engineering change request processes, quality and commercial requirements as they relate to the service function is expected
- Negotiation skills, together with the capacity to establish, promote, and develop strong relationships for Light and Wonder and ability to have a positive impact working in a diverse workplace, are also crucial elements to the success of this position
- A good understanding and working knowledge of Safety, Quality and the Environment are important
- Experience with an ERP system such as Navision
- Experience in Microsoft Office Suite

Experience, Education and Qualifications:

- It is essential to have at least +5 years’ experience in service / operations management. Experience gained in the gaming industry or similar regulated industry is highly desirable
- 5 years concurrent experience in an operations facility or closely related field
- Previous experience with ERP systems
- Managing Field Technicians and Contractors
- Must be physically capable of operating company supplied vehicles, possess a valid driver’s license and have an acceptable driving record
- To hold and maintain various gaming technical license’s across jurisdictions

Working Conditions:

- The work conditions are representative and typical of similar jobs in comparable organizations

Workplace Health & Safety:

- Actively co-operate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace
- Ensure compliance with safe work practices
- Ensure not to put self and others at risk
- Use and maintain equipment properly and ensure that the work area is free of hazards
- Report all incidents, injuries and near misses
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