Field Services Manager

GTECH is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery. GTECH is a wholly-owned subsidiary of Lottomatica, S.p.A. Lottomatica is one of the world's largest commercial lottery operators and a market leader in the Italian gaming industry. GTECH and Lottomatica together create a fully integrated lottery operator and gaming technology solutions provider a combined company with worldwide scale, considerable financial strength, and industry-leading customer solutions. Lottomatica is majority owned by De Agostini, which belongs to a century-old publishing, media, and financial services group. Lottomatica is publicly traded on the Italian Stock Exchange (LTO), and in 2007, had approximately €1.7 billion in revenues and 5,900 employees in over 45 countries when combined with GTECH. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ OVERALL OBJECTIVE AND PURPOSE This position is responsible for directing the coordination, supervision and management of the activities of Field Service resources for a specific region and/or market. Staff and support all venues within assigned jurisdiction and ensure that they perform in a manner consistent with GTECH operational guidelines and policies. Coordinate activities within assigned jurisdiction as well as outside jurisdictions required. Work with service facility staff to ensure required tools and parts are available and distributed to each venue as needed and maintain accurate inventory reporting. Work with Senior Field Service Manager or Account Manager to coordinate game conversions and moves. PRINCIPLE DUTIES AND RESPONSIBILITIES Direct and monitor all activities of the Slot Technician staff. Selects, supervises, evaluates and trains Slot Technician personnel. Notifies Sr. Manager of potential personnel issues and manages these personnel issues, which include employee relations, disciplinary actions, terminations, etc. Oversees schedules of technical resources to ensure efficient use of time and personnel. Evaluates performance to verify compliance with procedures and standards. Maintain accuracy of machine and service entries within the Service Database. Generate reports from the DB to support business decisions, performance of equipment and Slot Technicians. Work with central system vendor to ensure proper interaction and accessibility of technical resources. Oversee training and development of Slot Technicians on a variety of manufactures equipment and associated slot machine peripherals. Conduct Slot Technician performance evaluations. Implement remedial training, disciplinary action, and incentive and rewards programs in accordance with GTECH policies. Oversee Field Service Supervisors regarding training program guidelines to deliver training to new hires and remedial training for existing Slot Technicians. Revue measures and reports on performance improvements according to company practices. Provide feedback to the training department to assist in keeping our standardized training program current and accurate. Hire new personnel by recruiting and interviewing candidates. Establish and maintain relations with technical schools by attending job fairs and other events at the schools to help build a strong applicant pool. Promotes existing personnel based on performance in accordance with GTECH policies. Oversees vehicle maintenance and has the responsibility to ensure that vehicle management procedures are being adhered to (where applicable). Ensure that requests for game conversions, moves and additions, sign installations and supplying performance and customer satisfaction information is performed on a regular and timely basis.. Provide support for Casino installations in the US and oversee correct training for Slot Technicians to support casino operations and installations. Manage support for retrofit programs, expansions and installations. Oversee Slot Technicians licensing initiatives to ensure jurisdictional and licensing requirements are met. Maintain current and accurate reporting of licensing information for all Slot Technicians. Monitor and research player disputes at all locations within assigned jurisdiction and provide supporting documentation to Field/Slot Service Manager and /or Director. Performs personal visits to improve customer relations. Interact with Lottery officials and venue management to ensure satisfaction and responsiveness. Troubleshoot and resolve Lottery and Venue problems pertaining to Slot Technician service. Enforces standard policies and practices. Evaluates recommendations from Slot Technicians for changes to policy and follows GTECH procedures to modify standard or site-specific policies when appropriate Manages day to day budget requirements to ensure on or below budget accountability as well as contributing to annual budget process. Manage Day to day logistics of resources, facilities etc. Assist in managing service agreements at the site level. Ensure administrative aspect is executed and ensure that service levels are met according to terms of the agreement. SCOPE Complexity: Functions Responsible for or InfluencedStockroom/Warehouse Diversity: Locations Responsible for or Influenced Remote venues (tech cages) and warehouses Multiple jurisdictions Typical Job Problems and DifficultiesEnsure sufficient inventory to account for procurement lead times Financial AccountabilityMaintain specific GL accounts for budgetary purposes MANAGEMENT Job Reports to (direct)Site Operations Manager Job Reports to (indirect)Director or Senior Manager, Field Services Direct Reports to JobMaterials Handler Authority for Staff ManagedPDS review and focal point administration Indirect Reports (influenced)SSTs and Bench TechniciansGENERAL Extent decisions governed by procedures or referred upExercises judgment within defined policies and procedures. Standard requirements for research and analysisBasic inventory and material control procedures, costing analysis and execution of needed procurement Opportunity and consequence of typical errors (supervision) Errors could result in downtime, liquidated damages, unnecessary inventory expenses Physical (% time: travel, operating machinery, environmental etc.)10% travel time to remote locations for project suRequirements: EDUCATION Minimum education Associate Degree or equivalent Years Experience3-5 years of relevant supervisory and inventory management experience~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Our progressive benefits package includes: domestic partner medical and dental benefits, vision, life insurance, 401(k), tuition reimbursement and an employee assistance program.GTECH is an equal opportunity employer. M/F/D/V Applicants seeking positions based in the United States must provide appropriate documentation establishing that they are authorized to work in the United States. Federal law requires all employers to verify the identity and employment eligibility for all new employees. In certain states, employers may be required to confirm work authorization using E-Verify; a service of the DHS and SSA. Positions that are based outside of the United States may have different immigration requirements; applicants interested in these positions should consult with GTECH's Human Resources Department about the process for obtaining the necessary immigration credentials.



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