Manager, Field Service & Technical Operations

WCLC is seeking a Manager, Field Service & Technical Operations to join our VLT division in Saskatoon. The division operates Saskatchewan’s Video Lottery Terminals (VLTs). This leader will support corporate priorities, create conditions for success, and foster accountability, innovation, and continuous improvement.

Reporting to the Vice-President, VLT Operations, you will be part of the division’s senior leadership team. You will oversee VLT deployment and field service, bench repair, and facilities; ensure excellent service for site operators and Lottery and Gaming Saskatchewan; and safeguard program assets. You will plan work across Saskatchewan and within the division to control costs and maximize revenue.

In joining our team as a Manager, Field Service & Technical Operations, you’ll be accountable to…

Field Service Delivery

• Continuously monitor (and seek to improve where applicable) customer experience, financials, service delivery, and coverage for all supported zones.
• Monitor and manage service quality, productivity, resource utilization, and service effectiveness through ongoing development, analysis, and active management of key performance indicators. Leverage operational data and metrics to identify performance trends, drive continuous improvement, and support consistent accountability across the team.
• Oversee fleet management and procurement activities for service vehicles.

Bench Repair Services

• Monitor and manage quality and productivity of the 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.
• 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.
• Support lease improvement and renewal activities within the division.

Department Operations and Staff Leadership

• Manage Technical Operations team, including recruitment, supervision, scheduling, development, coaching, evaluation, and performance management.
• Foster a high-performance culture through clear expectations, objective performance measurement, coaching, employee development, and timely management of performance concerns while maintaining a respectful and supportive workplace.
• Champion innovation and continuous improvement by encouraging new ideas, supporting modernization initiatives, and promoting the adoption of technologies, tools, and processes that improve service delivery and operational effectiveness.
• Support ongoing strategic planning for the VLT program through close collaboration with the senior leadership team and key external stakeholders.
• 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.
• Conduct research on current best and emerging technologies and/or products and present proposals on recommendations where applicable.
• 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 goal to continually improve processes to support corporate objectives.
• Full budgetary responsibility for the Field Service/Technical Operations business unit.

Qualifications

• 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.
• Experienced people leader with the proven ability to build high-performing teams through a balance of employee development, empowerment, accountability, coaching, and performance management in a technical environment.
• Experience with a field service management system (WCLC currently uses IBM Maximo)
• Ability to develop and execute upon long-term business plans.
• Demonstrated ability to use operational data, KPIs, and performance metrics to drive decision making, improve productivity, optimize resource utilization, and support workforce accountability.
• Demonstrated ability to lead teams through change, embrace new technologies, and identify opportunities for innovation and continuous improvement.
• 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.
• 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.

Who we are

You may not be very familiar with WCLC, but you’re almost certainly familiar with the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets.

WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries – at retail and online – and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We entertain our players while building the future of lottery – delivering innovative, responsible, and trusted experiences that provide growing value for our provinces and territories

We know it’s our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams who are proud to live and work in our region. We offer a challenging, collaborative work environment, competitive benefits, and a good work-life balance.

We’d love to talk to you about how you fit into that.