Job Description

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 .

Summary

Building Bright Futures at Brightstar Lottery! We are seeking a skilled Manager Services Supervisor in the Louisville, KY area. The Manager Services Supervisor is responsible for leading a team, facilitating and/or participating in cross-functional meetings, developing action items, and monitoring and reporting project milestones. The Field Service Manager directs the coordination of technical and administrative support activities, including installation, repair, preventive maintenance, and engineering change upgrades to be performed at customer sites. They are responsible for directing the coordination, supervision, and management of the activities of Field Service personnel for one or more jurisdictions. These operations include service visits to customers, customer interactions, personnel management, facilities management, and 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 by a director of Field Services.

Brightstar employees receive the following benefits (all benefits mentioned are subject to policy and eligibility requirements) :

• Company vehicle (subject to job role, policy, and eligibility requirements)
• Medical benefits day one
• 12 paid holidays plus two floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short-term disability, and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

Responsibilities

• Projects and duties that encompass multiple market segments to various customers from product set up to installations and servicing with preventative maintenance and upgrading gaming systems and equipment
• Supervise and coordinate the highest possible level of service delivery of daily activities
• Execute the service elements of Brightstar’s order cycle including installation/removal planning, scheduling and execution
• 24/7 aftermarket service support for recurring revenue products including planned and unplanned maintenance, jackpot, response, conversions and upgrade installations, onsite maintenance and technical service and coordinating after-hours technical support
• Part sales and order processing support, e.g., internal order processing, stock transport orders and parts sales and exchange
• Coordinate employee and/or customer training
• Plan, organize, prioritize and schedule workflows to support service requirements
• Provide technical and compliance guidance by helping diagnose problems or interpret procedures
• Supervise compliance with relevant regulations and regulators
• Recognize and respond to urgent or abnormal situations
• Support the enhancement and protection of Brightstar’s revenue and assets by contribution to labor analysis, expense control, customer invoice processing, and updating equipment master documentation, promote and enforce safety rules and regulations for area supervised
• Ensures adequate records and systems are maintained.
• Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Evaluate and validate Service staff to ensure 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.
• 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

• Bachelor’s Degree OR equivalent education and experience combined
• 3+ years of project management, team management, or leadership experience
• Knowledge of SAP and strong computer skills
• Technical skills from electronics, hardware, software, networking or related is preferred
• Must be able to adapt to various jurisdictions and interface with compliance officers
• Ability to follow policies, procedures and safety guidelines
• Work well under pressure and take direction from leadership
• Able to motivate, manage and support a team
• Manage performance planning and evaluations
• Able to work in various conditions for an extended period of time and be available on call

Skills Required

• 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
• 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

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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 salary range is $60,989 - $200,500 . 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 may be eligible for short-term incentive or other discretionary bonuses. More senior roles maybe eligible for long-term incentive 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.

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