Supervisor Of Field Service

Field Services Supervisor

Under general supervision, the Field Services Supervisor is responsible for planning and overseeing field service operations within an assigned geographical area. Their primary focus is to ensure effective delivery of onsite services across multiple market segments, supporting customers through product setup, installations, preventative maintenance, upgrades, and ongoing service of lottery systems and equipment.

Responsibilities include:

• Supervising a team of Field Service Technicians and overseeing daily field operations within an assigned geographic area to ensure timely, high-quality service delivery and strong customer satisfaction.
• Executing the service elements of Brightstar's order cycle including installation/removal planning, scheduling and execution.
• Providing 24/7 aftermarket service support including planned and unplanned maintenance, jackpot response, conversions, upgrades, and technical service.
• Supporting part sales and order processing including internal order processing, stock transport orders, and parts sales and exchange.
• Planning, organizing, prioritizing and scheduling workflows to support service requirements.
• Overseeing projects from product setup to installations and servicing with preventative maintenance and upgrading lottery systems and equipment.
• Providing technical and compliance guidance by helping diagnose problems or interpret procedures.
• Ensuring compliance with relevant regulations and regulators.
• Supporting the enhancement and protection of Brightstar revenue and assets by contribution to labor analysis, expense control, customer invoice processing, and updating equipment master documentation, promoting and enforcing safety rules and regulations for area supervised.
• Conducting FST performance evaluations directly with FSTs (perform ride-along in the field and prepare audit reports).
• Overseeing training and development programs for Brightstar Field Service staff.
• Implementing remedial training, disciplinary action, in accordance with Brightstar policies.
• Training FSTs on processes, procedures, troubleshooting and repair of various devices at lottery retail locations.
• Reviewing standardized Fleet Locate. Monitorings daily use of fleet vehicles and monthly vehicle inspections.
• Ensuring accurate and timely submission, approval, and auditing of employee timecards.
• Preparing and reviewing jurisdictional reports to ensure regulatory compliance and identify trends or areas for improvement.
• Promoting and enforcing safety protocols to ensure a secure working environment for all field service personnel.
• Providing coaching and development opportunities for team members and ensuring successful completion of Performance Competency and Technical Competency modules (PCM/TCM).
• Managing Cadence call system.
• Performing other related duties and responsibilities as needed to support evolving business priorities and ensure operational success.

Qualifications:

• Education: Associate or bachelor's degree in Business Administration, Operations Management, or a related field preferred; equivalent experience will also be considered.
• Experience: At least 3 years of experience in field service operations, technical service, or related roles. Minimum of 1 year of supervisory or team leadership experience, preferably in a field-based or customer-facing environment.
• Skills & Competencies: Experience in planning, scheduling, and coordinating service activities in a high-volume or multi-site setting. Excellent communication and interpersonal skills; able to build productive relationships with internal teams, customers, and external partners. Ability to work flexible hours and respond to urgent service needs, including evenings or weekends when required. Strong problem-solving skills with a proactive approach to issue resolution and customer satisfaction. Strong organizational and time management skills with the ability to prioritize tasks and manage multiple service requests. Technical background in equipment repair or installations. Must be able to lift 75 pounds and able to stand a full shift.

Success Profile:

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $INSERT HERE - $INSERT HERE. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable. Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate. IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.