Ruben D. Vasquez
Visalia,Ca
Summary
Field Service Manager with 20+ years of expertise in the Gaming and Fintech industries. A reliable leader known for managing large-scale projects and high-performing teams of 17+ technicians. Expert in overseeing equipment lifecycles including installations, conversions, and preventative maintenance while successfully directed 100+ projects annually from inception to completion. A strategic problem-solver committed to driving operational efficiency, fostering team collaboration, and maintaining strong client relationships to achieve organizational goals.
Overview
14
14
years of professional experience
Work History
Northern Ca Field Service Manager
International Gaming Technology, IGT
05.2015 - 04.2026
- Led and managed a team of 17 technicians, from entry-level to senior staff, ensuring high-quality service and project execution.
- Strategically managed the daily dispatching of entry-level and senior staff, ensuring high-priority service requests were matched with the most qualified technicians for immediate resolution.
- Evaluated employee performance, implemented training programs.
- Tracked gaming licensing to ensure 100% team-wide compliance and eliminate avoidable regulatory fees.
- Oversaw the end-to-end project management lifecycle, from construction phases to grand openings, ensuring timely completion.
- Mitigated organizational risk by implementing standardized safety SOPs for equipment installations and removals, successfully reducing job-site hazards
- Collaborated cross-functionally with Fintech, sales, customer service, and engineering departments to meet project deadlines and resolved service requests.
- Conducted regular site visits to ensure exemplary customer service, representing the company’s image positively.
- Maintained accurate and detailed records of operations, including work orders, dispatch notes, and inventory audits.
- Supervised subcontractors, ensuring that all work meets the company’s quality standards and operational goals.
- Provided coaching, counseling, and disciplinary actions to maintain team performance.
- Conducted quarterly inventory audits to ensure sufficient stock of critical parts and supplies.
- Trained and mentored employees in adopting new service goals and technologies.
Field Service Technician
International Game Technology, IGT
06.2012 - 05.2015
- Coordinated equipment installations with warehouse, sales, and administrative teams.
- Configured Cisco switches using generic configuration text files and performed troubleshooting at the component/circuit level.
- Serviced, maintained, upgraded, and converted EVERI gaming and ATM systems and equipment.
- Managed pre-installation site visits and identified parts and wiring needs, ensuring timely ordering and delivery of necessary components.
- Delivered, installed, and set up gaming and ATM products at customer locations, conducting hardware and firmware testing.
- Trained customers on basic functionalities of games and ATM systems, ensuring smooth operational use.
- Completed quarterly preventative maintenance on EGM’s and ATM’s, ensuring adherence to project timelines.
- Re-imaged or replaced faulty ATM PCs as required to maintain functionality.
Education
High School Diploma -
Monache High School
Porterville, CASkills
- Project Management (Led 100 projects/year)
- Team Leadership & Mentorship
- Remote team management
- Managing service operations
- Customer Relationship Management
- Service Request Handling
- Quality Assurance & Audits
- Employee Training & Development
- Inventory Management
- Time Management & Strategic Planning
- Problem-Solving & Critical Thinking
- MS Office Suite & Technical Skills
Leadership & Achievements
- Recognized as one of EVERI’s top leaders in 2022 for exceptional contributions to team performance and operational success.
- Successfully led and mentored a diverse team of technicians, improving service delivery and operational efficiency through effective coaching and training.
- Demonstrated expertise in planning and executing casino field service operations, streamlining processes to reduce downtime and enhance productivity.
Timeline
Northern Ca Field Service Manager
International Gaming Technology, IGT
05.2015 - 04.2026
Field Service Technician
International Game Technology, IGT
06.2012 - 05.2015
High School Diploma -
Monache High School