This job might no longer be available.
Field Service Manager
1 year ago
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 provide s and deliver s 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 customer s , including managing relationship s with customers and well as driving growth of our service s to customers through contract renewals and new business.
- Effectively managing your field service team by leading them to success through mentoring, training and providing guidance
- Manage customer relationships and expectation s including any feedback and escalations
- Scheduling and rostering for the team
- Monitor the service s dashboard s 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
- A ctively 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
- E xposure to the gaming industry would be highly desirable
- Strong c omputer s kills , 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 c ustomer f ocus with the ability to form stron g 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