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Manager Field Service I- (Denver, CO)

Location:

Pueblo, CO, US, 81003

Requisition ID: 18034

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com .

Responsibilities

This position is responsible for directing the coordination, supervision, and management of the activities of Field Service personnel for one or more jurisdictions. 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. In addition, this position will be responsible for participating in, and in some cases leading, projects or initiatives outside of the assigned jurisdiction as assigned a director of Field Services.

+ Manages field service delivery for assigned site or sites.

+ 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, corrective actions, terminations, etc.

+ Evaluate and validate 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.

+ Review and provide feedback on monthly Scorecard site activity specific to field service metric and set service level agreements.

+ 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 site audits/evaluations on a yearly basis to improve process and best practices for field service, field engineering, depot repair and call center.

+ 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.

+ 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.

+ Prepares budget and/or participates in budgeting process. Builds a business case to support funding needed to meet the department's goals.

+ Interfaces with vendors as needed. Negotiates as needed to improve service and lower costs. Demonstrates the appropriate communication techniques to build strong relationships, such as listening, asking clarifying questions and responding in professional and confident manner.

Qualifications

Minimum Education:

+ Bachelor's degree or comparable experience preferred

Years of Experience:

+ Four to six years' experience in field services and one or more years management experience preferred.

Minimum Knowledge and Skills

+ Effective planning and organizational skills

+ Strong customer relations management/customer service skills

+ Excellent coaching, training, mentoring, performance management skills

+ Able to inspire and motivate others

+ Strong relationship building/interpersonal skills

+ Strong financial skills and knowledge

+ Sound business analysis skills

+ Able to lead and effectively support change

+ Superior verbal and written communication skills

+ Demonstrates a strong sense of urgency and makes sound business judgments

+ Able to effectively implement and manage projects

+ Proven ability to achieve desired results

Preferred Skills and Knowledge

+ Intermediate level understanding of employee relations / legal requirements

+ Strong knowledge of financial solutions, budgeting, metrics reporting and analysis

+ Knowledge of performance of multiple site audits, gap analysis

+ Project management experience preferred

Keys to Success

• Building collaborative relationships

• Decision making

• Drive results

• Foster innovation

• Personal energy

• Self-leadership

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $75,000 - $110,000. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.