GTECH is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery. GTECH is a wholly-owned subsidiary of Lottomatica, S.p.A. Lottomatica is one of the world's largest commercial lottery operators and a market leader in the Italian gaming industry. GTECH and Lottomatica together create a fully integrated lottery operator and gaming technology solutions provider a combined company with worldwide scale, considerable financial strength, and industry-leading customer solutions. Lottomatica is majority owned by De Agostini, which belongs to a century-old publishing, media, and financial services group. Lottomatica is publicly traded on the Italian Stock Exchange (LTO), and in 2007, had approximately €1.7 billion in revenues and 5,900 employees in over 45 countries when combined with GTECH.

OVERALL OBJECTIVE AND PURPOSE: This position is responsible for directing the coordination, supervision, and management of the activities of Field Service personnel. These operations include the following: service visits to customers by Field Resources, interactions with customers, human asset management and facilities management, as well as various managerial support activities.

PRINCIPLE DUTIES AND RESPONSIBILITIES: 

• Direct and monitors all activities of the Field Service staff. Selects, supervises, evaluates and trains Field Service personnel. Notifies manager of potential personnel issues and assists in managing these personnel issues, which include employee relations, disciplinary actions, terminations, etc. 
  
• Schedules Field Service staff to insure maximum coverage, effective, productive use of time and resources for all employees. Evaluates field performance to verify compliance with procedures and standards. 
  
• Coordinates and tracks daily activities, such as service calls, supply calls, preventative maintenance calls, retailer complaints, coverage needs and terminal availability to insure uninterrupted workflow. 
  
• Monitors terminal failures and interfaces with Field Engineering regarding solutions and improvements. 
  
• Assists Field Engineering in documenting depot staffing, equipment, procedures, and terminal performance for expansions and proposals. 
  
• Performs personal visits to improve customer relations. Troubleshoots and resolves lottery and retailer problems pertaining to field service. 
  
• Establishment of productive working relationships with other members of the organization and with other functional areas within the company to ensure optimal levels of performance within the region and across regions. 
  
• Responsible for achieving high levels of field service satisfaction with retailers, vendors, state business officials and State Lottery Officers. This is accomplished through scheduled visits to customers, establishment of productive working relationships with customers, resolution of outstanding issues and providing high service levels to the site. 
  
• Frequent interface with Field Service Technicians (FST), Regional Director, Sr. Staff Lottery Personnel, Account General Manager (AGM), Sr. Staff at GTECH, local vendors and sub-contractors. Participates in customer forums, which are led by the AGM or Regional Director. (Interface and participation may vary from site to site.) 
  
• Develops, trains, implements, and supervises terminal training and development programs for GTECH Field Service staff. 
  
• Monitors daily use of fleet vehicles and monthly vehicle inspections. Monitors monthly miles per gallon and average cents per mile to determine vehicle performance and provide monthly reports as needed to corporate offices. 
  
• Coordinates facility and security needs for Field Service and warehouse operations with Lottery Security and Building Manager. Snow removal, garbage removal, recycling and building maintenance and repairs.
  
• Identifies best practices through analysis and assessments. Assists Regional Director in the communication and implementation of best practices that include necessary monitoring and measurement processes. (Level of involvement may vary from site to site.) 
  
• Check-in all warehouse deliveries, including terminals, readers, OMR’s. Evaluate quality of shipments. Unload terminals, printers, OMR’s and complete quality check and report finding to regional depot. Prepare equipment for shipment, contact appropriate shipper for shipments. 
  
• Complete warehouse and FST inventory on a weekly basis and report to regional depot. 
  
• Assists the Regional Director with budget forecasts and management of an annual operating budget. (Budget responsibility may vary according to site.) 
  
• Facilitates a strong working environment that encourages commitment to the company, its values and its customers. 
  
• Ability to assume different facets of leadership roles perceived by different groups with the ability to influence all levels of management.

SCOPE:

Complexity: Functions Responsible for or Influenced Moderate/High - Influence and Responsibility for the business operations of the Client Services site. 

Diversity: Locations Responsible for or Influenced Low/Moderate - Responsible for single location (size of site may differ dramatically). 

Typical Job Problems and Difficulties - Coordination of work schedule, overtime and productivity of staff, budget management, project complexity, equipment availability for staff, fleet management and employee turnover. 

Financial Accountability - Full responsibility of Client Services budget within the site.

MANAGEMENT:

Job Reports to (direct): Senior Director, Field Services 

Job Reports to (indirect): Account Development Manager 

Direct Reports to Job: Field Services Technician or Field Services Supervisor depending on location. 

Authority for Staff Managed High - Responsible for all management functions pertaining to direct staff. 

Level of Complexity for managing/organizing staff - Moderate to High - Level of complication is determined by the location, # of employees per site and contract requirements.

GENERAL:

Extent decisions governed by procedures or referred up: Key decisions governed by policy or referred to superior, but latitude for independent decision making. 

Standard requirements for research and analysis: Moderate research and analysis on Client Services related issues. 

Opportunity and consequence of typical errors (supervision): Moderate to High - If staff not managed and scheduled appropriately, penalties can be incurred, poor customer service with retailers. Making wrong decisions can have a negative impact that effects customer service provided to retailers and can jeopardize employee safety. 

Frequency and complexity of internal business contacts: Frequent contact with moderate to high impact with staff and management team. 

Frequency and complexity of external business contacts: Frequent contact/high impact dealing with lottery officials and retailers.

Physical (% time: travel, operating machinery, environmental etc.) 5% to 15% Travel - varies according to location.

EDUCATION: Minimum education Associates Degree or Technical degree preferred with three or more years experience in field service related work or equivalent experience required.

OTHER:

• Individual must have a minimum of 3 years of managerial experience with the ability to lead groups through day-to-day operations.
  
• Individual must possess good verbal and written communication skills.
  
• Strong technical skills required.
  
• Strong negotiations skills, problem solving skills and project management skills preferred.
  
• Candidate must have a valid driver’s license and a good driving record.
  
• Some travel may be required.

Our progressive benefits package includes: domestic partner medical and dental benefits, vision, life insurance, 401(k), tuition reimbursement and an employee assistance program. GTECH is an equal opportunity employer. M/F/D/V Personnel search firms or temporary agencies wishing to place candidates at GTECH, should submit their contact information to resumes@gtech.com Due to the volume of inquiries we receive, we cannot respond individually, however, all contact information will be maintained on file. Agencies must coordinate business relationships directly through GTECH's Corporate Recruiting Department. Please do not contact our hiring managers directly. Applicants seeking positions based in the United States must provide appropriate documentation establishing that they are authorized to work in the United States. Federal law requires all employers to verify the identity and employment eligibility for all new employees. In certain states, employers may be required to confirm work authorization using E-Verify; a service of the DHS and SSA. Positions that are based outside of the United States may have different immigration requirements; applicants interested in these positions should consult with GTECH's Human Resources Department about the process for obtaining the necessary immigration credentials.