Senior Field Service Engineer

The Senior Field Engineer is responsible for making tactical and strategic decisions that impact implementations and overall Field Operations for SG. This position performs standard and technical analysis of goals and objectives of the business environment for which they are in, plan, analyze and implements strategic field operations and business unit solutions. The Sr. Field Engineer develops and reviews high impact processes that strategically align the implementation project and field operations with global SG business partners and customers. This position interacts with project staff who support cross-functional departments focused on more than one project and multiple customers simultaneously. A key responsibility of this position for both internal and external customer is fostering a relationship. This position will develop and nurture professional working relationships between customer and field operations. This person is involved in resolving customer discontent and ensures all customer obligations, Service Level Agreements (SLA) and contracts are met. This person also will ensure that any adverse impact on service quality is minimal. This position works a nonstandard workweek and nonstandard hours while traveling 80% of the year.

Job Functions

• Manage and monitors project implementations including installation of terminals, peripherals, and network hardware along with other operational systems to ensure daily service levels are met.
• Responsible for first line of field operations of multiple work groups, jurisdictions and systems.
• Ability to handle high-level multiple jurisdictional field operations with complex applications utilizing more than one operating system.
• Ability to foster customer relationships.
• Manages third party consultants as necessary to complete assigned projects and implementations.
• Directs and coordinates troubleshooting activities for field events, performs site audits and works with local site to adhere to Field Operations policy and procedures.
• Interface with local Field Service, Operations Manager, Project Manager, and customer staff as appropriate during projects implementations and site reviews.
• Responsible for creating various levels of documentation including tech training, call center and customer facing.
• Ability to organize, anticipate and monitor budgetary needs for each project that they manage to ensure fiscal maintenance and general procurement for Lottery Operations.
• Ability to follow all departmental standards, policies and procedures with latitude to troubleshoot daily issues within established standards.
• Responsible for training of field staff to insure that they are self-sufficient after / during project implementation period for continuous trouble free operation of all field activities.
• Participates with the process and staff that minimizes the adverse impact of incidents and problems by working both proactively and reactively. Seeks to discover the root cause of problems and then implements Irreversible Corrective Action (ICA) plans.
• Recording, reporting, and tracking defects to accurately depict the status of the service levels and identify trends that need addressed.
• Ensure adherence to prescribed schedules and operating policies and procedures.
• Helps analyze new business opportunities and the decision support analysis required for responding to Request for Proposals (RFP).
• Inputs to budget process. Responsible for reviewing all expenditures.
• Assist with new product development (Hardware and customer interface) including financial and operational components.
• Ability to be on-call during system events during non-standard work hours.
• Nonstandard work hours expected regularly exceeding 60 hours per week.

Position Requirements / Qualifications

• A Bachelor's Degree in Computer Science or equivalent job experience
• 2 years of management or project leadership experience.
• 7+ years of related technical experience.
• Basic LAN administration skills.
• Advanced Microsoft experience.

Skills / Abilities

• Ability to develop and maintain positive working relationships.
• Ability to communicate with all levels of management.
• Ability to work with minimal supervision.
• Ability to troubleshoot technical issues with minimum oversight.
• Must have average organizational and interpersonal skills.
• Ability to collect and maintain documentation in accordance with Company protocol.
• Ability to work in a small environment.
• Ability to maintain an aggressive project management schedule within the scope of the customer's expectations.
• Working knowledge of all Microsoft products.
• Strong communication skills in both oral and written form.
• Ability to quickly learn and understand new technologies.
• Ability to lift 30 lbs.
• Ability to sit, stand, bend, and stretch at a minimum of 50% of the time for any or all of the movements described.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Job Level Description

Works on short-term assignments that often require the application of independent judgment. Fully competent, career-level individual contributor.