Field Service Manager - Delaware

Field Service Manager

Reports to General Manager

 





I. Position Summary:

 

The Field Service Manager serves as the principal point of contact between General Manager, Field Service personnel, Lottery Retailers and key Lottery personnel.  Responsible for the overall effectiveness and efficiency of field service operations including budgeting, inventory, consumables, as well as staffing and personnel motivation, training and effectiveness. Manages field service department to maximize retailer sales uptime and minimize or eliminate liquidated damages from late service calls.  Seeks greater efficiency and effectiveness in all field service operations.

 

Primary Responsibilities:

·  Maximize retailer satisfaction and retention

·  Optimize same store sales by ensuring retailers have functioning equipment and adequate consumable supplies

·  Improve productivity of people and assets

·  Manage and track assets and reduce inventory, repair and replacement costs

 

II.  Essential Duties and Responsibilities include the following.

 Responsible for the efficient and effective management of field service budget, personnel and operations. Prepares PO’s, approves and monitors expenses before submitting to General Manager.Prepares annual Field Service budget. Reviews staffing and makes recommendations to General Manager.Responsible for delivering a consistent high standard of service to the Lottery and its retailers Responsible for communicating with General Manager, Operations Manager and other members of site management team on all issues arising with retailers and field service staff.Recruits, hires, oversees training, motivates and manages all field service employees in accordance with budget guidelinesDevelop and oversee the training of technicians in all aspects of their job including annual evaluation of driving skills and records.Oversees the efficient and effective scheduling of all department employeesEnsures that technicians have the proper equipment, supplies and tools to do their job Works with Technical Manager to assess and improve employee performance. Performs employee evaluations and takes disciplinary actions when necessary Works with lottery sales representatives and serves on task forces to develop solutions to chronic problemsEstablishes and maintains consistency in department operations in such areas as efficient use and ordering of consumables, preventative maintenance procedures, equipping of repair vans, and repair proceduresMonitors the use of Company fleet vehicles to ensure that they are properly maintained and that they are used in accordance with Company policy and communicates regularly with General Manager and corporate fleet operations.Oversees the efficient maintenance and repair all SGI equipment in the field.  Manages inventory in the field, the warehouse and on order. Ensure adequate inventory of equipment and parts is maintained and communicates inventory monthly with General Manager, Delaware Lottery Contract Manager and Assistant Director of Finance. Monitor lead time for ordering/repair of parts and equipment Schedule/manage installations Provide estimates for any installation requirements Analysis of trouble calls and repair time. Maintains a program of continuous improvement in operational procedures by monitoring the number of service calls, the duration of service calls and related trend data. Develops solutions to chronic problems Meet with customers to review service. Maintains positive customer relationship with assigned accounts management  Maintains the necessary inventory of parts and consumables in order to keep retailer terminals operable and properly supplied with paper, ribbons and play slips looks for ways to reduce costs.Performs these functions and all other duties as assigned, in the best interest of the Company

 

 

III.  Position Requirements/Skills & Abilities

 

1. 3 to 5 years in supervisory or management position in service of geographically dispersed equipment (i.e.: lottery, computers; copy machines, or equivalent.)

2.  Prepares and monitors departmental budgets and operates within the approved budget

3.  Bachelors degree or equivalent experience in a related field

4.  Excellent knowledge of computerized equipment

5.  Ability to coach and develop employees

6.  Knowledge of Microsoft Word and Excel

7.  Excellent verbal and written communication and customer service skills

8.  Excellent organizational skills

9.  Ability to meet deadlines

10. Ability to maintain positive working relationships