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Brightstar Lottery · 4 hours ago

Supervisor of Field Service

Salem, OR

Full-time

Onsite

Mid, Senior Level

3+ years exp

Brightstar Lottery is an innovative global leader in lottery solutions. The Supervisor of Field Service is responsible for overseeing field service operations, ensuring effective delivery of onsite services, and managing a team of technicians to support customers with installations and maintenance of lottery systems.

ComputerGamingInformation ServicesInformation TechnologyManufacturing

Hiring Manager

Nick Abely

Responsibilities

Supervise a team of Field Service Technicians and oversee daily field operations within an assigned geographic area to ensure timely, high-quality service delivery and strong customer satisfaction. This is accomplished through scheduled visits to customers, establishment of productive working relationships with customers, resolution of outstanding issues and providing high service levels to the site

Execute the service elements of Brightstar's order cycle including installation/removal planning, scheduling and execution

Provide 24/7 aftermarket service support including planned and unplanned maintenance, jackpot response, conversions, upgrades, and technical service

Support part sales and order processing including internal order processing, stock transport orders, and parts sales and exchange

Plan, organize, prioritize and schedule workflows to support service requirements

Oversee projects from product setup to installations and servicing with preventative maintenance and upgrading lottery systems and equipment

Provide technical and compliance guidance by helping diagnose problems or interpret procedures

Ensure compliance with relevant regulations and regulators

Support the enhancement and protection of Brightstar revenue and assets by contribution to labor analysis, expense control, customer invoice processing, and updating equipment master documentation, promote and enforce safety rules and regulations for area supervised

Promote and enforce safety rules and regulations

Conduct FST performance evaluations directly with FSTs (perform ride-along in the field and prepare audit reports)

Oversee training and development programs for Brightstar Field Service staff

Implement remedial training, disciplinary action, in accordance with Brightstar policies

Train FSTs on processes, procedures, troubleshooting and repair of various devices at lottery retail locations

Review standardized Fleet Locate. Monitors daily use of fleet vehicles and monthly vehicle inspections

Ensures accurate and timely submission, approval, and auditing of employee timecards

Prepare and review jurisdictional reports to ensure regulatory compliance and identify trends or areas for improvement

Promotes and enforce safety protocols to ensure a secure working environment for all field service personnel

Provide coaching and development opportunities for team members and ensure successful completion of Performance Competency and Technical Competency modules (PCM/TCM)

Manage Cadence call system

Perform other related duties and responsibilities as needed to support evolving business priorities and ensure operational success

Qualification

Field service operationsTechnical serviceSupervisory experiencePlanningSchedulingTechnical backgroundCommunication skillsProblem-solving skillsOrganizational skills

Required

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

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

Preferred

Associate or bachelor's degree in Business Administration, Operations Management, or a related field preferred; equivalent experience will also be considered