Carlos Flores
Wappingers Falls,NY
Summary
Strategic Field Service Operations Manager specializing in optimizing service delivery and elevating customer satisfaction. Experienced in technician leadership and operational efficiency, with a focus on installations and preventive maintenance to enhance equipment uptime. Strong vendor relations and cross-functional collaboration drive trusted partnerships, ensuring effective service delivery in high-pressure environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Field Service Operations Manager
Light & Wonder
, USA
01.2022 - 02.2026
- Managed and supported team of field service technicians, overseeing scheduling, coverage, productivity, training, and ensuring performance accountability.
- Plan and execute installations, conversions, system upgrades, and large-scale equipment deployments in coordination with casino operations, facilities teams, vendors, and internal stakeholders.
- Oversee preventive and corrective maintenance programs to maximize equipment uptime, reduce service interruptions, and meet requirements.
- Monitored and managed RMAs, JIRA tickets, and service backlogs, resolving recurring issues and driving continuous improvement initiatives.
- Maintained inventory accuracy and asset tracking while planning logistics for equipment movement, staging, and deployment readiness.
- Ensure compliance with gaming regulations, safety requirements, and company policies in highly regulated casino environments.
- Serve as the primary escalation point and operational liaison for casino leadership, building trusted customer relationships and ensuring service expectations are met.
- Conducted audits, inspections, and regulatory reviews to maintain operational readiness.
Gaming Service Technician III
International Game Technology, IGT
Yonkers, New York
03.2022 - 10.2022
- Diagnosed and repaired gaming machines, ensuring compliance with company standards.
- Conducted routine maintenance checks, enhancing machine performance and reliability.
- Installed and configured gaming software updates across various systems.
- Collaborated with team members to troubleshoot technical issues, minimizing downtime.
- Provided prompt customer support for gaming equipment inquiries, ensuring customer satisfaction.
- Documented detailed service reports on repairs and maintenance activities.
- Trained new technicians on equipment operation and safety procedures.
- Maintained inventory of parts and tools essential for service tasks.
Gaming Service Technician II
International Game Technology (IGT)
Yonkers, USA
11.2021 - 01.2022
- Performed advanced troubleshooting, preventive maintenance, and corrective repairs on electronic and mechanical gaming systems.
- Coordinated installations, conversions, and system upgrades with operations and facilities teams, reducing downtime and ensuring seamless transitions.
- Supported field operations for a large-scale gaming environment with over 2,500 VLT and EGM machines.
- Facilitated onboarding and training of new technicians, sharing best practices and technical knowledge to enhance team proficiency.
- Oversaw logistics for truck scheduling, equipment staging, and deployment coordination, ensuring timely and efficient operations.
- Ensured compliance with gaming regulations, technical standards, and safety requirements.
Shift Manager / Slots Technician
Resorts World Catskills Casino
Monticello, USA
03.2021 - 11.2021
- Supervised and scheduled Slot Technicians to ensure smooth daily casino operations.
- Provided coaching, training, and performance feedback to technicians.
- Prioritized field service work including installations, conversions, and corrective maintenance.
- Managed inventory accuracy and coordinated work orders with internal departments to streamline service delivery.
- Ensured compliance with gaming regulations, internal controls, and safety policies.
Gaming Service Technician I
International Game Technology (IGT)
Yonkers, USA
11.2017 - 03.2021
- Executed preventive and corrective maintenance on Class II and Class III gaming equipment to ensure optimal functionality and compliance.
- Coordinated multi-site projects for machine installs, removals, relocations, and facility closures, enhancing operational efficiency.
- Participated in off-site deployments and large-scale conversions.
- Trained new technicians on onboarding processes and technical skills, facilitating a smoother transition and faster integration into the team.
VGM Slot Attendant
Empire City Casino
Yonkers, USA
09.2006 - 10.2017
- Executed troubleshooting and repairs on gaming machines, ensuring operational reliability.
- Delivered front-line customer service and technical support in fast-paced casino environment, enhancing guest experience.
- Addressed customer issues while upholding service quality and compliance, fostering customer satisfaction.
- Supported new staff development by mentoring them in effective customer service practices.
Education
Technical Training -
Putnam / Northern Westchester BOCES Tech Center
Yorktown Heights, NY01.2008
High School Regents Diploma -
Peekskill High School
Peekskill, NY01.2005
Skills
- Field service operations management
- Technician leadership and supervision
- Workforce scheduling and planning
- Installations and deployments
- Preventive and corrective maintenance
- Inventory and logistics management
- Vendor and customer relations
- Safety and compliance standards
- Cross-functional collaboration
- Technical Troubleshooting
Certification
- New York State Class II Gaming License
- New York State Class III Gaming License
- C-Tech Network Cabling Certification (Copper & Fiber Optic Systems)
- C-Tech Smart Home / Residential A/V Systems
- Leviton Network Cabling Certification
References
References available upon request.
Timeline
Gaming Service Technician III
International Game Technology, IGT
03.2022 - 10.2022
Field Service Operations Manager
Light & Wonder
01.2022 - 02.2026
Gaming Service Technician II
International Game Technology (IGT)
11.2021 - 01.2022
Shift Manager / Slots Technician
Resorts World Catskills Casino
03.2021 - 11.2021
Gaming Service Technician I
International Game Technology (IGT)
11.2017 - 03.2021
VGM Slot Attendant
Empire City Casino
09.2006 - 10.2017
Technical Training -
Putnam / Northern Westchester BOCES Tech Center
High School Regents Diploma -
Peekskill High School