Field Technician Manager - Silverwater, Australia - Light & Wonder

Light & Wonder

Verified Company

Silverwater, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Gaming:
Welcome to the world of land-based gaming.

At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

Job Summary:

As the Technical Manager, Field Installations, you will be responsible for the scheduling of installations, conversions & retrofits for technicians, contractors, agents, and overall output of planned day-to-day jobs.

The Technical Manager, Field Installations is responsible for overseeing and running of the field technicians, contractors and ensuring that required time frames are adhered to and that all necessary regulatory approvals & governance are in place for product installations.

Essential Duties and Responsibilities:

Act as a point of contact for Sales Team/Customers/Internal Departments/Contractors and Agents
Lead a team of Field Technician support staff developing products and address training needs when necessary
Scheduling installations for Field Technicians, contractors and Agents and workflow support
Liaising with internal stake holders, customers, and contractors to obtain information and coordinate the installation schedule in response to daily changes, whilst maintaining high quality standards
Monitoring schedule performance metrics and identifying opportunities for process improvement to enhance overall business efficiency
Manage the fault escalation process in order to ensure customers and gaming equipment issues are acted on in a timely manner
Ensure compliance with key management requirements
Recording, preparing, and distributing updated schedules in a timely manner
Communicate and collaborate with crossfunctional teams, departments to streamline processes and drive improvement
Be solutions driven, consistently looking for ways to improve processes and procedures
Input of sales, service and retrofit orders
Working towards job entry targets and KPI's, maintaining job completion rates & technician utilisation rates
Update and maintain Contractor and Agent contact list
Administer retrofit reports
Coordinate special Installation projects
Obtain approvals from regulatory bodies before allowing dispatch
Ensure governance and submit to finance for invoicing
Play an active role in the forecasting process with sales and planning
Liaise with production, order management & dispatch teams to ensure equipment is available to meet installation schedule
Provide the following reports:
Installation Report (weekly) by region
Conversion Report (weekly) by region
Retrofit Report (as required) by region
Break fix / Callout Report (weekly)
Part usage and Consumption Report
End of Month Reports

Knowledge, Skills and Abilities:

Scheduling/appointment setting experience
Strong technical aptitude with exceptional leadership skills
The ability to meet demanding deadlines, work without supervision, use own initiative and possess a positive attitude towards teamwork and customer satisfaction (both internal and external) are all vital role requirements
The ability to understand, interpret and prepare financial data, combined with overall commercial acumen is a role requirement
A good understanding of engineering change request processes, quality and commercial requirements as they relate to the service function is expected
Negotiation skills, together with the capacity to establish, promote, and develop strong relationships for Light and Wonder and ability to have a positive impact working in a diverse workplace, are also crucial elements to the success of this position
A good understanding and working knowledge of Safety, Quality and the Environment are important
Experience with an ERP system such as Navision
Experience in Microsoft Office Suite

Experience, Education and Qualifications:

It is essential to have at least +5 years' experience in service / operations management. Experience gained in the gaming industry or similar regulated industry is highly desirable
5 years concurrent experience in an operations facility or closely related field
Previous experience with ERP systems
Managing Field Technicians and Contractors
Must be physically capable of operating company supplied vehicles, possess a valid driver's license and have an acceptable driving record
To hold and maintain various gaming technical license's across jurisdictions

Working Conditions:

The work conditions are representative and typical of similar jobs in comparable organizations

Workplace Health & Safety:

Actively cooperate and comply with the company's WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace
Ensure compliance with safe work practices
Ensure not to put self and others at risk
Use and maintain equipment properly and ensure that the work area is free of hazards
Report all incidents, injuries and near misses