Manager, Field Service & Technical Operations - Jobs in Saskatoon, SK

Job Description

WCLC is currently looking for a Manager, Field Service & Technical Operations to join our VLT Division in Saskatoon Saskatchewan. This division manages the operation of Video Lottery Terminals (VLTs) in the province of Saskatchewan and is looking for someone with a focus on supporting corporate strategies, priorities and creating conditions for success.Reporting to the Division Vice President and located in Saskatoon SK, you will serve as a valuable member of the Division’s senior leadership team. With a quality focused mindset you will manage all aspects of the deployment and field service of Video Lottery Terminals (VLTs) and associated equipment, as well as leading areas of bench repair and facilities management. You will ensure excellent customer experience for key stakeholders (VLT site operators, SLGA) and maintain strong governance over VLT program assets. You will be tasked with minimizing overall costs and supporting maximum revenue opportunities by efficiently and effectively planning and executing activities throughout Saskatchewan, and internally within the Division.The successful candidate must be legally eligible to work in Canada.The OpportunityThe Manager, Field Service & Technical Operations has the following responsibilities:Field Service Delivery

• Oversee field service operations and provide escalation support as needed
• Continuously monitor (and seek to improve where applicable) customer experience, financials, service delivery, and coverage for all supported zones
• Establish and maintain service level agreements
• Monitor and manage service quality and productivity for field services through ongoing development and measurement of Key Performance Indicators
• Oversee fleet management and procurement activities for service vehicles
• Manage the staging and deployment of VLT products

Bench Repair Services

• Monitor and manage quality and productivity of bench repair department through ongoing development and measurement of Key Performance Indicators
• Ensure sufficient part stock levels are maintained to support effective field service capabilities and product lifecycles
• Ensure tooling is sufficient to meet repair requirements and that the work environment is safe and clean
• Report product defect trends to vendors and manage improvement/remediation cycle

Facilities Management

• Manage maintenance and environmental lifecycle for VLT Division datacenters and warehouse
• Act as point of contact/escalation for significant environmental events/incidents
• Act as principal point of contact for contractors and landlords
• Support lease improvement and renewal activities within the Division
• Ensure all premises are properly maintained and safe

Department Operations and Staff Leadership

• Manage Technical Operations team, including recruitment, supervision, scheduling, development, coaching, evaluation, and performance management
• Support ongoing strategic planning for the VLT program through close collaboration with the senior leadership team and key external stakeholders
• Facilitate change management for the Technical Operations team and the organization in the adoption of new technologies and procedures
• Plan technology lifecycles for service parts and facilities. Make recommendations for budgetary consideration and implement once approved; Ensure associated documentation is updated and maintained in a timely manner
• Collaborate interdepartmentally to develop VLT installation plans
• Act as an advisor to the senior leadership team in the planning of product refreshment and improvement
• Conduct research on current best and emerging technologies and/or products and present proposals on recommendations where applicable
• Ensure procedures, policies and standards are followed and updated regularly to reflect practical business requirements
• Perform continuous improvement of processes by seeking regular feedback from stakeholders, identifying process issues and proposing plans to the senior leadership team to close gaps with the aim to continually improve processes to support corporate objectives
• Build and utilize strong relationships with vendors and service providers, to ensure a high level of product/service quality and fulfillment.
• Full budgetary responsibility for the Field Service/Technical Operations business unit
• Special projects as required

Qualification and Competencies

• Minimum of 5 years’ experience in delivering and supporting field services and solutions, with preferred experience utilizing frameworks focused on implementing assets, incidents, issues and quality management
• Experience with a field service management system (WCLC currently uses IBM Maximo)
• Ability to develop and execute upon long-term business plans
• Experience in managing & developing vendor relations
• Ability to express ideas clearly & concisely, both orally & in written format (including presentations to audiences of all sizes)
• Advanced analytical skills to regularly review large amounts of data and deduce logical conclusions, and optimize resource utilization
• Perform effectively under conditions of variable workload/priorities with the ability to react quickly
• Ability to read, understand & summarize contract verbiage such as service provider or warranty agreements
• PC and Microsoft Office proficiency including Word, Excel, PowerPoint
• Strong understanding and related education in the field of electronics repair and electrical engineering
• Experienced people leader with the proven ability to build high performing teams in a technical environment
• Excellent interpersonal skills with ability to lead, influence, resolve conflict and drive consensus among individuals from a variety of disciplines
• Ability to manage multiple activities simultaneously with minimal direction, while relying on experience and judgment to plan and accomplish goals
• Service Technician Management with Retail Sector Experience preferred

WCLC is a non-profit organization authorized to manage, conduct and operate lottery and gaming-related activities for its members, including the governments of Alberta, Saskatchewan and Manitoba, and associate members the Yukon Territory, Northwest Territories and Nunavut. WCLCs affairs are governed by a Board of Directors consisting of two representatives appointed by each of the member provincial governments.Our vision is to provide a world-class lottery experience for our players, including innovative entertainment, convenient access to our products, and a positive experience when interacting with all we do. WCLC recognizes that it’s our people that make this vision possible.Join an organization that values collaboration, respect, integrity, and an opportunity to grow both professionally and personally. We offer a challenging, team-oriented work environment, competitive income and benefits, and a good work-life balance.Don’t gamble with your career, apply today!

• All Western Canada Lottery Corporation employees will be required to follow policy and protocols related to the organizations COVID-19 response as a condition of their employment.

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