Director of Field Services

**Job Title:** Director of Field Services **Location**: United States **Department:** Casino **Reports To:** Chief Operating Officer **Status:** Exempt **WHO WE ARE:** **We are Valicy.** We make games. We also make the machines they run on. What we're building matters. How we treat people matters more. OUR MISSION We exist to create excellent gaming experiences, treat our customers the way we want to be treated, and positively impact people's lives through a culture of care. Seven values guide how we work. We call it our FIGHTER mindset: Fun: Enjoy the journey together Innovative: Consistently pushing new boundaries through creativity Growth: Committed to growing personally and professionally Humble & Passionate: It’s important to be both Teamwork: Built on trust, healthy conflict, commitment, accountability, and results Excellence: Pursuing high standards in everything we do Relational: Building trust and relationships with customers and teammates If this is the kind of place you've been looking for, let's talk. **SUMMARY:** Director of Field Services is responsible for all field service operations for Valicy’s Casino Division including oversight of production/integration operations for Valicy, partnering closely with the various functions that support Sales, Supply Chain, Hardware, Customer Service, and Quality Teams. This position is responsible for working within the organization to strategically and tactically develop, align, and execute site evaluation, installation, and field service operations to meet Class II objectives while driving customer experience. This position will provide strategic direction and leadership across multiple tribal jurisdictions throughout North American field operations while applying accountability standards based on key metrics, implementing change to continuously improve performance and increase workflow efficiencies, and being accountable for delivering on performance objectives. This position will provide coaching, mentoring, and support in developing teammates and recognizing individual and team success. **QUALIFICATIONS:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. **RESPONSIBILITIES:** **Understand company Mission, Vision, and Values and be an ambassador of MVV.** **Team Leadership and Management:** - Lead, inspire, and manage teams of field service technicians. Understand company Mission, Vision, and Values and be an ambassador of MVV. - Provide clear direction, set performance goals, and ensure adherence to company standards. - Foster a collaborative and motivated work environment to maximize team efficiency. - Adhere to and lead teams to follow Standard Operating Procedures, Policies, regulations, and all other work instructions for this role and those leading. **Installation and Deployment:** - Direct oversight of the comprehensive site survey program – essential to proper bidding and effective installation. - Coordinate with clients and internal scheduling teams to schedule installations, resource, and ensuring minimal disruption to their operations or gameplay in accordance with contractual agreements. - Oversee the efficient installation and deployment of EGMs in casino environments. - Ensure compliance with technical specifications, Regulators, and quality standards during installation. - Oversee remote software deployments and updates, reporting and escalating any issues to the proper internal departments. **Technical Support:** - Establish and maintain a reliable, strong relationship with the Casino Customer Support/DOS (Development Operations Support), Order Management, Logistics Team, and Development department(s) to ensure seamless communication and issue escalation. - Address and resolve technical issues promptly, minimizing downtime for clients. - Provide remote assistance to technicians when complex technical…