Job Title: Vice President of Field Services
Report To: Rolen Miller, CEO
FLSA Status: Salaried, Exempt
Department: Field Services
Location: Newcastle Corporate Offices
Position Summary
Gaming Capital Group (GCG) is a direct, flexible source of capital for the gaming industry. GCG provides equipment financing, as well as a wide array of financial services, to meet all gaming needs. We are seeking a dynamic and experienced professional to join our team as the Vice President of Field Services.
The Vice President of Field Services is a senior executive responsible for leading and scaling all field service operations across assigned territories. This role oversees installation, maintenance, technical support, and customer relationship management for casino gaming equipment and systems.
The VP of Field Services ensures operational excellence, regulatory compliance, customer satisfaction, profitability, and continuous improvement across all service functions. This leader will drive strategic initiatives that enhance service delivery, optimize field performance, and strengthen long-term partnerships with our customers.
Key Responsibilities
Strategic Leadership
Develop and execute a national/regional field service strategy aligned with company growth objectives.
Lead multi-state or multi-regional service teams, including Regional Directors, Service Managers, and Technicians.
Establish KPIs to measure service efficiency, response times, uptime, cost control, and customer satisfaction.
Partner with senior leadership on forecasting, resource planning, and expansion initiatives.
Operational Excellence
Oversee installation, preventive maintenance, troubleshooting, and emergency service for gaming machines and systems.
Ensure service level agreements (SLAs) are consistently met or exceeded.
Drive continuous improvement initiatives to improve uptime and reduce service costs.
Implement workforce planning strategies to optimize technician deployment and coverage.
Identify opportunities for growth, strengthen customer relationships, and maintain strong vendor partnerships.
Develop and implement policies and procedures that align with company values and reinforce a positive GCG brand image.
Regulatory & Compliance Oversight
Ensure full compliance with state and tribal gaming regulations.
Maintain adherence to all licensing requirements and technical certifications.
Coordinate with compliance and legal teams regarding audits and regulatory reviews.
Customer Relationship Management
Serve as executive point of contact for key casino customers.
Partner with Sales and Game Performance team to support revenue growth and contract renewals.
Address escalated service issues and maintain strong customer trust.
Financial Management
Own P&L responsibility for field service operations.
Develop and manage annual budgets, including labor, travel, parts inventory, and capital expenditures in collaboration with senior leadership.
Drive cost efficiencies without sacrificing service quality.
Talent & Culture Development
Recruit, develop, and retain high-performing service leadership.
Help establish technical training programs and leadership development pathways.
Promote a culture of accountability, safety, and customer-first service.
Perform additional tasks and responsibilities as needed to support company objectives.
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