Senior Manager - Technical Service Operations Level 2 Technical Escalation & Field Service Support Position Overview The Senior Service Manager - Level 2 Support is a senior technical and operational leadership role responsible for managing complex technical escalations while understanding and addressing their broader customer and business impact. This individual serves as the highest level of technical support within Field Service Operations and acts as a critical bridge between Field Service, Engineering, Product, R&D, Operations, and the customer . The successful candidate must possess a high level of technical expertise and the ability to troubleshoot complex hardware, software, networking, and system-level issues. Equally important, they must understand how technical problems affect casino operations, customer relationships, revenue opportunities, service costs, and the overall reputation of the business. This role requires someone who can move beyond simply identifying and fixing a technical issue. The Senior Service Manager must evaluate the full impact of an escalation, determine the appropriate level of urgency and resources required, communicate effectively with both technical and non-technical stakeholders, and help drive long-term solutions that improve product reliability and customer satisfaction. Technical Leadership & Escalation Management

• Serve as the primary Level 2 escalation point for complex, recurring, and unresolved technical issues.
• Provide advanced troubleshooting and technical leadership for hardware, software, networking, and system-level issues.
• Support Field Service Technicians remotely and onsite when issues require advanced technical expertise.
• Evaluate escalations based not only on technical complexity, but also on customer impact, operational impact, and business risk.
• Ensure complex issues are properly documented, communicated, escalated, and driven through resolution.
• Establish and maintain clear escalation paths, response expectations, and communication standards. Customer & Business Impact Management
• Understand the operational impact technical issues have on customers and their business.
• Evaluate how equipment downtime, recurring service issues, and product performance affect customer confidence and overall satisfaction.
• Recognize high-priority and sensitive customer situations and ensure appropriate urgency, communication, and resources are applied.
• Partner with Field Service leadership, Sales, Operations, and other internal teams when technical issues have significant customer or business impact.
• Provide clear communication to internal stakeholders regarding technical status, customer impact, risks, and next steps.
• Balance technical priorities with customer needs and overall business objectives.
• Identify recurring issues that may negatively impact customer relationships, service costs, product reputation, or future business opportunities. Cross-Functional Leadership
• Serve as the connection between Field Service and Engineering, Product, R&D, Installation, Operations, and customer-facing teams.
• Translate complex field issues into clear, actionable information for Engineering and Product teams.
• Communicate technical information in a way that allows non-technical stakeholders to understand customer impact and business risk.
• Ensure field feedback and recurring customer issues are communicated to the appropriate teams.
• Participate in cross-functional discussions to prioritize issues based on technical severity, customer impact, and business needs. Training & Technical Development
• Develop and deliver advanced technical training for Field Service Technicians and support personnel.
• Partner with Product, Engineering, and Training teams to prepare the organization for new product launches and major updates.
• Identify knowledge gaps within the Field Service organization and develop training or documentation to address them.
• Maintain technical reference guides, troubleshooting procedures, technical bulletins, and best practices. Recurring Issue Management
• Analyze service data and trends to identify recurring technical issues, systemic problems, and opportunities for proactive action.
• Identify and prioritize recurring issues based on frequency, technical severity, customer impact, and business risk.
• Track significant recurring issues through resolution and ensure appropriate follow-up with the responsible teams.
• Coordinate with Engineering and R&D to investigate recurring issues and drive long-term corrective actions.
• Provide leadership with visibility into significant recurring issues, trends, customer impact, and recommended actions. Product Reliability & Continuous Improvement
• Participate in root cause analysis of significant technical incidents and recurring field issues.
• Provide data-driven feedback to Engineering, Product, and R&D regarding product reliability and field performance.
• Assist with testing and validation of software updates, firmware releases, and hardware modifications.
• Help evaluate potential solutions from both a technical and customer-impact perspective.
• Identify opportunities to improve product reliability, serviceability, technician efficiency, and customer experience. New Product Rollout Monitoring
• Monitor new product rollouts and major product updates to identify early technical issues, recurring failures, and potential customer-impacting concerns.
• Partner with Product, Engineering, R&D, and Field Service to address rollout issues and ensure timely communication of technical concerns.
• Provide feedback on field performance, serviceability, and technician readiness to support successful product launches and continuous improvement. Post-Incident Review & Process Improvement
• Lead or participate in post-mortem reviews following major incidents or significant customer escalations.
• Identify technical root causes, process failures, communication gaps, and opportunities for improvement.
• Recommend and support corrective actions designed to prevent repeat issues.
• Document and communicate lessons learned and best practices across the organization. Qualifications Technical Experience
• Extensive experience troubleshooting complex technical systems involving hardware, software, networking, and integrated systems.
• Demonstrated ability to diagnose and resolve complex issues that cannot be resolved through standard Field Service procedures.
• Experience serving as an advanced technical escalation resource.
• Strong understanding of root cause analysis, technical documentation, and problem management. Leadership & Business sense
• Ability to understand how technical issues affect customers, operations, service costs, product reputation, and overall business relationships.
• Strong judgment and ability to prioritize issues based on technical severity and business impact.
• Excellent communication skills with the ability to communicate effectively with technicians, engineers, leadership, and customers.
• Demonstrated ability to work across multiple departments and influence outcomes without relying solely on direct authority.
• Ability to manage high-pressure customer situations while maintaining focus on technical resolution and long-term improvement. Preferred Experience
• Experience in gaming, casino, electronic table games, or related technology industry.
• Previous leadership or senior technical support experience.
• Experience working directly with Engineering, Product, or R&D teams.
• Experience training and mentoring Field Service Technicians.
• Experience managing high-priority customer escalations Interblock is an equal opportunity employer (EOE).

Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.

Pay:

$65,000.00 - $75,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

Remote