Field Service Supervisor

WHY DIAMOND GAME?

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards.

As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.

Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.

Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1994, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.

Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.

Our Core Values are: Be a Team Player; Have a Game Plan; Be Reliable; Be a Game Changer; Play Fair; Be a Pro; and Have Fun!

Position Summary

The position will be responsible for managing the day-to-day operations of Diamond Game Field Service Technicians for installation, maintenance, and The position will be responsible for overseeing the day-to-day operations of Diamond Game Field Service Technicians for installation, maintenance, and support of the easyVEND dispensers in Texas. Responsibilities include managing, training, and developing staff, maintaining inventory, product support, planning and implementing of service activities, projects, troubleshooting, and resolving issues in the field.

Essential Duties and Responsibilities

• Responsible for directing a team of skilled service technicians.
• Ensure work is delegated properly to maintain service efficiency.
• Deliver in-house on-boarding and training for employees including all company policies and procedures.
• Implement and improve strategies to track and ensure service activities are completed correctly and efficiently.
• Oversee warehouse operations, to ensure proper control of inventory and accounting for timely completion of important service documentation.
• Regularly work alongside team members in the field providing service and support as well as evaluate and document team members' performance.
• Responsible for providing status updates and reports to other departments and stakeholders.
• Liaise and collaborate with the Lottery, company stakeholders, and site operators to ensure projects are implemented within scope and all necessary support functions are provided.
• Ensures quality assurance procedures are in place to ensure that all equipment is configured, installed, and working correctly prior to deployment.
• Motivate staff members to deliver service excellence to our partners and customers.
• 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 the position's manager.
• Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
• Perform other tasks and duties as needed and/or requested by management.

Education & Experience Requirements

• 1+ years' experience overseeing teams in a service organization required.
• High School diploma or equivalent required, 2-4-year secondary degree preferred.
• 3+ years' experience in a technical support/Field Service position with gradually increasing responsibilities.
• A valid driver license and clean driving record required.

Knowledge and Abilities Requirements

• Excellent people management and leadership skills
• Technical/electronic troubleshooting skills
• Ability to communicate information and ideas comfortably and effectively in oral and written formats.
• 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.
• Well-developed negotiation and conflict resolution skills

Work Environment & Physical Requirements

• This position requires substantial driving and travel within the state of Texas with overnight stays depending on company needs.
• 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 250 pounds with the aid of dollies and tools and able to lift and move 80 pounds without mechanical aid.
• Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
Can work under deadlines.

Benefits

• Medical, Dental, Vision
• 401k with company match
• Profit Sharing
• Paid Vacation
• Employee Referral Program
• Tuition Reimbursement
• Employee Assistance Program

We thank all that apply; however only the most qualified candidates selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Background Screening (Criminal History Search and Drug Test).

Diamond Game provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

To ALL Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.