Diamond Game
  • 24-Jul-2018 to 22-Sep-2018 (PST)
  • Hamilton, ON, CAN
  • Full Time

Field Service Manager


Job Description


Under general supervision of the area's Regional Field Operations Manager, the Field Service Manager is responsible to manage the day to day operations of Diamond Game Field Operations.  Responsibilities include overseeing all departmental functions: Planning, Project Management, Material Management, Expenditures, Order Services, Installation Oversight, Customer Support and Service. This position oversees, plans, organizes, directs, and controls all aspects of the operation from project management, installations, service and support, customer relations, and asset management, budgets and other duties to satisfy and comply with jurisdictional and head office requirements. The Field Service Manager will perform other duties as assigned.

Essential Duties and Responsibilities:

  • Responsible for the direct oversite of the Field Operations and Project Management within assigned region
  • Oversee operations in compliance with applicable municipal, provincial, federal and state laws and regulations. Including ensuring all games remain in compliance with these laws, regulations and manufacturer specifications.
  • Act as a Subject Matter Expert for Operations, Gaming Programs, Gaming Site and Corporate projects and provide expertise and advice on subjects ranging from operational improvements to the development and implementation of various projects and strategies
  • Responsible for managing, planning, submitting and executing all projects and providing status updates to the Company's other functional departments
  • Responsible to create, maintain and provide the electronic version of the excel e-data file (data sheets) containing all specific details of the proposed changes to the gaming equipment, software and other relevant information to the Electronic Gaming Inspector (s) along with the notification submission
  • Liaise and collaborate with the Lottery, Regulators and gaming sites to ensure projects are implemented within scope
  • Responsible to co-ordinate and request inspection times with the Electronic Gaming Inspectors prior to submitting the request/notification to ensure availability
  • Manages requests for notifications of changes to the gaming equipment, integrity, security and/or Accounting issues to be sent from an authorized representative of Diamond Game via email to the appropriate AGCO representative (s)
  • Ensures full quality assurances checks have been performed on all requests and notification submissions prior to transmission
  • Ensure quality assurance procedures are in place to ensure that all equipment is configured, installed and working correctly prior to requesting inspection, making the equipment available for access by patrons and/or staff when inspection is not required
  • Manages staff. Schedules orientation and on-the-job training for subordinates and ensures that the authority and responsibility for each position are defined and understood
  • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence whilst providing consulting services on matters related to business structure and growth
  • Conducts salary and performance reviews. Coaches. Guides the creation and implementation of individual career development plans. Schedules training for Field Service Technicians as needed. Communicates and enforces all Diamond Game policies and procedures
  • Maintains appropriate communications within area of responsibility and keeps employees informed as to company/department plans and progress.
  • Work closely with the Operations team and the company's business development team to provide a team- oriented approach to satisfying customers and maximizing the market return for the company
  • Provide the areas Regional Field Operations Manager with regular updates, recommendations and support on all Operations issues and concerns
  • Review and support training objectives with a focus on succession planning, increased technical knowledge and the overall increase in knowledge at the gaming sites
  • Ensure all Diamond Game machines and associated equipment are maintained, properly repaired and exceeds the company's expectations
  • Ensure yearly audits of existing installations is completed for compliance with standards and specifications
  • Manages staff to meet and exceed performance expectations by establishing and maintaining a positive work environment and effective employee relations
  • Responsible for hiring, training, evaluating, rewarding and apply disciplinary or corrective counselling to staff
  • Ensure that Diamond Game and associated equipment are maintained to the company's expectations and repaired properly by directing the operations team
  • Responsible to ensure that all applicable policies, procedures, rules and regulations pertaining to operations are strictly adhered to.
  • Promote and maintain the utmost integrity and the highest caliber of customer service and respect to all patrons, employees and Lottery personnel.
  • Monitor, develop and review all policies and procedures ensuring that operational requirements are being met or enhanced.
  • Maintain general awareness of gaming operation and comply with security policies and procedures in order to secure company assets.
  • Maintain a clean and safe work environment. Comply with safety procedures including use of required safety equipment and identify unsafe practices or conditions.
  • Additional or different responsibilities or duties, which are consistent with the position summary, may be assigned at the discretion of position's Manager

Knowledge / Skills Required

  • Great technical/electronic troubleshooting skills
  • Excellent interpersonal, oral and written communication, and presentation skills
  • Operate in a cohesive team working environment with other departments to complete tasks
  • Ability to work varied shifts including evenings, weekends and holidays and overtime as required
  • Adaptability/flexibility
  • Attention to detail
  • Microsoft Office (Word, Excel, Outlook)
  • Planning and organizing
  • Ability to work with minimal supervision
  • Best practices approach to all assigned tasks and execution
  • Well-developed negotiation and conflict resolution skills

Education, Training and Experience

  • Must have experience overseeing teams in a service organization
  • High School diploma or equivalent required, 2-4 year secondary degree preferred
  • 5+ years experience in a technical support/field service position with gradually increasing responsibilities
  • 1+ years' experience in a Gaming/Lottery service environment a plus

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.

The employee is frequently required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit, climb, or balance. The employee must be able to move, and control 550 pounds with the aid of dollies and tools; able to lift and move 120 pounds short distances without mechanical aid and frequently lift and/or move 80 pounds.

Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Diamond Game
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