Field Engineering Supervisor

Field Engineering Supervisor

Requirements

• Bachelor’s degree and 4 years of work experience or equivalent combination of education, training, and experience.
• 4+ years of leadership experience in Field or Customer Service.
• Strong public relation skills.
• Proficient use of Microsoft Office.
• Ability to adapt quickly to changing work environments.
• Excellent communications and presentations skills both orally and in writing.
• Knowledge of technical systems that support business operations.

Responsibilities

• Coordinates the efforts of the Field Engineer group to deliver technical support for sales account teams, development, engineering, product management, and tribal casino customers.
• Performs requirements analysis and discovery efforts, creates, and manages project schedules, provides defect triage, reports project status, supports continuous process improvement efforts, provides process training, and performs other duties as assigned efficiently and effectively.
• Supports business goals in collaboration with departmental management and stakeholders.
• Effectively collaborates with manager and communicates expectations to team members in a timely and clear fashion.
• Collaborates directly with assigned associates to ensure all aspects of Aristocrat’s service standards are satisfactorily maintained and accurately documented.
• Ensures assigned associates maintain accurate and timely reporting of all project and process responsibilities.
• Conducts corrective training and counseling as required to ensure prompt compliance with company policies and procedures.
• Consults with Manager and Human Resources to resolve associate’s difficulties and deficiencies.
• Leads groups to perform research, requirements analysis, design, and development and ensures that projects are completed on time and within budget.
• Coordinates scheduling of associates to ensure timely completion of Aristocrat projects.
• Creates proposals, statements of work, designs, plans, schedules, requirements, and manages the development phases of projects.
• Understands and ensures that all project decisions are congruent with business goals and objectives.
• Schedules technical and clerical training for new hire Field Engineers.
• Conducts interviews for potential Field Engineer candidates in their assigned area.
• Identifies and resolves issues and conflicts within the assigned area.
• Manages assigned Field Engineers work schedules (on, off, on call, etc.) in the assigned accounts finding extra coverage for those accounts if needed.
• Ensures that all services performed on Aristocrat server equipment are done in accordance with local, state, and federal tribal gaming regulations.
• Assures Field Engineering service tasks are done in a manner that is efficient and provides maximum customer service.
• Oversees scheduled routine audits inspections of Aristocrat equipment in customer server rooms.
• Acts as an escalation point and becomes assigned technical expert when Field Engineer is unavailable.

Preferred Qualifications

• Previous supervisory experience beneficial.
• Casino gaming experience preferred.
• Travel as needed.