Field Service Manager in Topeka, KS at Scientific Games

Date Posted: 1/30/2018

Job Snapshot

Job Description

Job Summary:
This position is responsible for making tactical and strategic decisions that impact the Regional Field Operations.  Responsible for performing standard analyses of business goals, objectives and needs and of the general business environment.  Plans and designs business processes and makes recommendations in order to improve and support business activities.

Typically managing a group of 3 - 10 Field Service and Bench Technicians and communications specialists who are generally focused on supporting lottery field operations.

Job Responsibilities:
• Basic understanding of lottery field operations including systems, sales, retailer network management, POS (including wagers, validations, messages), game features, procurement and administration. General lottery operations including sales, security, back-up and internal control systems, retailer networks, prize payouts and ticket distribution. Technical knowledge operating systems utilities used to diagnose and identify hardware and software problems and failures.
• Assists Field Service Director in the definition of assignments; analyzes assignments into specific tasks for his/her respective staff.  Plans and tracks progress.
• Manages field operations and other business activities to ensure daily service levels are met.
• Acts as Incident Manager for all field operational events
• Directs and coordinates troubleshooting activities for all events.
• Serves as primary contact for multiple jurisdictions.
• Interface with local General Manager, Project Manager, and customer staff as appropriate during projects and on-going operations.
• Provide support to Implementation Team during phases of projects.
• Provides recommendations to Field Service Team regarding documentation and checklists.
• Recording, reporting, and tracking defects to accurately depict the status of the terminal and peripheral devices supported in the field.
• Responsible for continuous trouble free operation of field service including terminal liquidated damages.
• Ensure adherence to prescribed schedules and operating policies and procedures.
• Manages disaster recovery and business continuity plans to ensure the Lottery Operations can respond to business interruptions and critical functions can be resumed for all assigned jurisdictions within region.
• Responsible for both the implementation and operational management of Business Continuity (risk assessment as well as testing disaster recovery plans and raising Requests For Change)
• Maintains adequate staffing levels within the constraints of the overall budget. Recruits and interviews candidates.  Provides staff with training, career development, counseling, performance appraisals with support of the Director and General Manager.
• Develops staff through proper delegation, trust, listening to ideas and encouragement by focusing on the potential of the Specialist through the demonstration of ethics, integrity, diversity, respect, interests and an approachable demeanor. Provides proper feedback and recognition to staff.
• Responsible for overall financial planning including: business plan, annual budget, and monthly forecast process.  
• Responsible for new business opportunities and the decision support analysis required for responding to Request for Proposal’s (RFP).

Job Scope:
• Complexity: Functions Responsible for or Influenced
High - responsible for daily first line of field operations of multiple work groups, jurisdictions and systems
• Diversity: Locations Responsible for or Influenced            
Typically responsible for multiple jurisdictional field operations connected to complex applications utilizing more than one operating system
• Typical Job Problems and Difficulties
• Financial Accountability: Organizes, anticipates and monitors budgetary needs for the department.  Works within the available annual budget for maintenance, general procurement for Lottery operations.

• Job Reports to the Field Service Director and Lottery Customer/GM
• Authority for Staff Managed including, but not limited to: First level sign off authority for hiring,  counseling, performance management and salary decisions
•  Indirect Reports (influenced)
• Level of Complexity for managing/organizing staff. Multiple jurisdictions with heterogeneous field operations create a higher level of complexity for managing staff

Job Requirements:
• Bachelor's Degree in computer science or related field (or equivalent job experience).
• 6 years technical experience with at least 2 years in a management or project leadership role
• Proficient in using MS Office and Windows based Database programs
• Ability to travel – at times extensively
• Able to implement change while still inspiring
• Recruitment of other Services, producing income outside Lottery environment

Job Requirements

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.


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