Field Service Supervisor (Salem, OR) Location: Salem, OR, US, 97302 Requisition ID: 18024 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 www.brightstarlottery.com . **Summary** Under general supervision, the Field Services Supervisor is responsible for planning and overseeing field service operations within an assigned geographical area. Their primary focus is to ensure the effective delivery of on-site services across multiple market segments, supporting customers through product setup, installations, preventive maintenance, upgrades, and ongoing service of Lottery systems and equipment. Support the enhancement and protection of Brightstar revenue and assets by contributing to labor analysis, expense control, customer invoice processing, and updating equipment master documentation, promoting and enforcing safety rules and regulations for the area supervised. Provide coaching and development opportunities for team members and ensure the successful completion of Performance Competency and Technical Competency modules (PCM/TCM). Oversee projects from product setup to installations and servicing with preventative maintenance and upgrading of lottery systems and equipment. **Responsibilities** + Execute the service elements of Brightstar's order cycle, including installation/removal planning, scheduling, and execution. + Provide 24/7 aftermarket service support, including planned and unplanned maintenance, jackpot response, conversions, upgrades, and technical service. + Support part sales and order processing, including internal order processing, stock transport orders, and parts sales and exchange. + Plan, organize, prioritize, and schedule workflows to support service requirements. + Provide technical and compliance guidance by helping diagnose problems or interpret procedures. + Ensure compliance with relevant regulations and regulators. + Promote and enforce safety rules and regulations. + Conduct FST performance evaluations directly with FSTs (perform ride-alongs in the field and prepare audit reports). + Implement remedial training and disciplinary action in accordance with Brightstar policies. + Train FSTs on processes, procedures, troubleshooting, and repair of various devices at lottery retail locations. + Review the standardized Fleet Locate. Monitors daily use of fleet vehicles and monthly vehicle inspections. + Ensures accurate and timely submission, approval, and auditing of employee timecards + Prepare and review jurisdictional reports to ensure regulatory compliance and identify trends or areas for improvement. + Promotes and enforces safety protocols to ensure a secure working environment for all field service personnel. + Manage Cadence call system. **Qualifications** + Associate or bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent experience will also be considered. + 3–5 years of experience in field service operations, technical service, or related roles. + 1–2 years of supervisory or team leadership experience, preferably in a field-based or customer-facing environment. + Experience in planning, scheduling, and coordinating service activities in a high-volume or multi-site setting. + Excellent communication and interpersonal skills; able to build productive relationships with internal teams, customers, and external partners. + Ability to work flexible hours and respond to urgent service needs, including evenings or weekends when required. + Strong problem-solving skills with a proactive approach to issue resolution and customer satisfaction. + Strong organizational and time management skills with the ability to prioritize tasks and manage multiple service requests. + Technical background in equipment repair or installation. + Must be able to lift 75 pounds and stand a full shift. **Keys to Success** • Building collaborative relationships • Decision making • Drive results • Foster innovation • Personal energy • Self-leadership \#LI-LF1 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 compensation range is $40,887 - $115,000. 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 are eligible for discretionary 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. IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.