AGS - American Gaming SystemsField Operations Manager
Jan. 2019 - Dec. 2021Global gaming company specializing in award-winning slot machines, tables, shufflers and games •Developed and implemented strategies to help build and expand service capabilities within a multi-state
geographical territory, structured to meet goal(s) and priorities of the customer support organization
• Evaluated and maintained the training needs/requirements of employees to provide the opportunities
necessary for the team to achieve their development plan objectives and KPIs
• Conducted ride-a-longs, ensuring field service standards were met while understanding challenges from the technician’s perspective in the field
• Analyzed detail reporting to review, inspect technical & service tends. Assist in the research of the origin of problem, create an action plan to recommend repair, part replacement, or other corrective action
• Guided, motivated and invested in the personal career development of the overall team and individual team members
• Managed and directed the service and support activities of a dedicated, highly trained team of service employees within the assigned area of responsibility
• Oversaw all support & installation markets in New Jersey, Maryland, Pennsylvania, Ohio, and West Virginia