Supervisor Field Service

Company Overview:  

At Aristocrat, we lead the gaming industry with groundbreaking ideas, innovation, and creativity. Whether it’s designing premium gaming cabinets, creating immersive game content, or developing award-winning systems, we push the boundaries of excellence every day. With iconic titles like Game of Thrones™, Sons of Anarchy, and Lightning Link, as well as our popular app Heart of Vegas, we are redefining the gaming experience worldwide. Join our team to help drive the next generation of entertainment and technology.

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Position Overview:  

As the Senior Supervisor, you will be a key leader within Aristocrat’s Service Operations team, overseeing and coordinating high-level service activities across a designated region. Your leadership will guide the team to achieve top-tier performance and deliver exceptional service to our customers. This role combines strategic management, team development, and operational excellence. You will be responsible for driving service efficiency, customer satisfaction, and team performance while ensuring compliance with company standards and safety regulations. If you have a passion for mentoring teams, driving continuous improvement, and leading high-impact service operations, this is the ideal opportunity for you!

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Key Responsibilities:

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• Leadership & Team Development: Lead, supervise, and mentor a team of Service Technicians, ensuring optimal performance, growth, and job satisfaction. Provide guidance, support, and constructive feedback to team members.
• Escalated Issue Resolution: Act as the primary point of contact for escalated technical or operational issues in the field. Work quickly to resolve issues and maintain customer satisfaction.
• Resource Management: Plan, allocate, and manage resources effectively across the team, ensuring a balanced workload and timely resolution of service requests.
• Performance Monitoring: Review service documentation for accuracy and compliance. Conduct performance evaluations and identify training and development opportunities for team members.
• Collaboration & Cross-functional Coordination: Work closely with other departments (engineering, customer support, product development) to resolve issues and improve service delivery.
• Safety & Compliance: Foster a safety-first culture, ensuring that team members adhere to all safety protocols and continuously reviewing potential risks.

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• Employee Wellness & Engagement: Conduct one-on-one wellness checks with team members to promote a supportive and positive work environment.
• Customer & Property Liaison: Act as a liaison between the field team, property stakeholders, and Aristocrat, ensuring clear communication and smooth operations.
• Continuous Technical Improvement: Maintain a strong technical ability and game knowledge through ongoing training and development, ensuring that you can assist the team in the field when needed.
• Reporting & Metrics: Track and manage team performance against key metrics, ensuring timely and effective resolution of all service-related tasks and goals.

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Qualifications and Skills:

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• Education: Bachelor’s degree in management, Engineering, Electronics, IT, or a related field; or equivalent combination of experience and education.
• Experience:

  + At least 5 years of experience in a field service role, with at least 2 years in a supervisory or leadership capacity.

  + Proven track record of leading high-performing teams in a technical service environment.

  + Strong technical knowledge of gaming systems, electronics, mechanics, and troubleshooting.

• Skills:

  + Excellent leadership, organizational, and interpersonal communication skills.

  + Ability to manage multiple priorities and teams, balancing technical demands with customer service excellence.

  + Strong customer relationship management and conflict resolution skills.

  + Demonstrated ability to drive continuous improvement through feedback and innovation.

• Additional Qualities:

  + Availability to travel regionally as needed and work flexible hours, including nights, weekends, and holidays.

  + High degree of flexibility and adaptability to meet changing customer needs.

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Preferred Qualifications:

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• Experience as a slot technician or in field service for technical products.
• Familiarity with diagnostic work, electronics, mechanics, and troubleshooting.
• Experience in leading field operations in a fast-paced environment with diverse technical challenges.

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Physical Requirements:

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• Ability to lift and move up to 50 pounds regularly and assist with up to 250 pounds with equipment.
• Capable of climbing ladders and working in elevated environments.
• Strong manual dexterity, hand/eye coordination, and clear vision for technical work.
• Ability to drive and operate a vehicle for extended periods, including a service truck or box truck.

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Work Conditions:

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• Operate service vehicles equipped with GPS and real-time camera monitoring systems.
• Work in dynamic and sometimes noisy casino environments.
• Travel on short notice and for extended periods as necessary.
• Must be flexible with shifts, including nights, weekends, and holidays, to meet customer demands.

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Note: This position is considered “safety sensitive,” and candidates must pass a pre-employment drug screening.

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Aristocrat offers competitive compensation, excellent benefits, and opportunities for career development in a collaborative, high-performance environment. Join our team and take your career to new heights with an industry leader. Apply today!

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Why Aristocrat?

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Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

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We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

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• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

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Our Values

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• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

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Travel Expectations

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Up to 75%

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Pay Range

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$79,102 - $146,905 per year

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Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

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This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

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Additional Information

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This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

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Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.

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At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.