Kenneth Eads
Danville,IL
Summary
Results-driven service manager with a strong background in gaming terminal operations, technician dispatch, and compliance monitoring. Skilled in team leadership, customer relations, and project management. Focused on improving service quality, streamlining daily work, and supporting both employees and customers.
Overview
1
1
Certification
39
39
years of professional experience
Work History
Service Manager
Bulldog Gaming
Savannah, Georgia
08.2023 - 08.2026
- Managed gaming terminal service operations for location partners at Accel Entertainment.
- Coordinated technician dispatch and daily service schedules across route territories.
- Tracked service tickets and resolved equipment issues for gaming terminals.
- Reviewed maintenance needs and prioritized repairs for customer locations.
- Communicated with operators and venue staff about service requests and updates.
- Monitored compliance requirements for gaming machine service and location standards.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Adhered to customer service standards to foster satisfaction and retention.
- Created standard operating procedures for all service functions.
- Guided department employees on changes from management.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Provided technical support for hardware and software issues experienced by customers.
- Facilitated communication between the service department and other company divisions.
- Coordinated with sales and marketing teams to develop service offers and promotions.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Coordinated with the warranty department to process claims and provide customer support.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Developed and implemented service protocols to enhance operational efficiency.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Proposed or approved modifications to project plans.
Service Manager
Accelentertainment
Burr Ridge, Illinois
08.2012 - 08.2023
- Managed gaming terminal service operations for location partners at Accel Entertainment.
- Tracked service tickets and resolved equipment issues for gaming terminals.
- Reviewed maintenance needs and prioritized repairs for customer locations.
- Communicated with operators and venue staff about service requests and updates.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Trained service staff on procedures, safety practices, and customer service expectations.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Provided technical support for hardware and software issues experienced by customers.
- Supported colleagues by taking on additional responsibilities during busy times to complete various duties during peak periods or employee absences.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Created and managed budgets for travel, training, and team-building activities.
Press room manager
Commercial News
Danville, Illinois
01.1988 - 03.2012
- Coordinated press crew shifts and daily workflow in commercial news facilities to optimize production efficiency.
- Monitored press equipment performance and scheduled maintenance with commercial news vendors to ensure operational reliability.
- Evaluated print quality and adjusted press settings to consistently meet commercial news standards.
- Developed and implemented quality control systems to ensure product met customer requirements.
- Maintained accurate records of daily production and quality control.
- Supported pressroom operations for commercial news print production schedules.
- Enforced safety practices and housekeeping across Commercial News pressroom areas.
- Addressed and fixed pressroom challenges to maintain production flow. and supported smooth newspaper production.
- Collaborated with senior management on strategic initiatives related to pressroom operations.
Education
High School Diploma -
Danville High School
DanvilleSkills
- Service coordination
- Ticket tracking
- Terminal troubleshooting
- Technical support
- Compliance monitoring
- Standard operating procedures
- Service quality management
- Customer service
- Service scheduling
- Inventory management
- Equipment maintenance
- Cost management
- Schedule management
- Project management
- Data analysis
- Problem solving
- Conflict resolution
- Team leadership
- Staff supervision
- Staff motivation
- Coaching and mentorship
- Employee training
- Training development
- Employee relations
- Performance evaluations
- Task delegation
- Communication effectiveness
- Relationship building
- Schedule coordination
- Service delivery optimization
- Cost management
- Inventory control
- Service delivery optimization
- Task delegation
- Cost management
- Data analysis
Certification
- Illinois Gaming licensed for 13 years Through IGB
Timeline
Service Manager
Bulldog Gaming
08.2023 - 08.2026
Service Manager
Accelentertainment
08.2012 - 08.2023
Press room manager
Commercial News
01.1988 - 03.2012
High School Diploma -
Danville High School