Route Technical Manager

FAMILY ENTERTAINMENT GROUP

Job Title: Route Technical Manager

Reports To: Route Operations Leader

Location: Field-Based / Route-Based Operations (Travel Required)

About Us

Family Entertainment Group (FEG), is a recognized industry leader in designing, developing, and operating world-class family entertainment centers and amusement experiences. With a commitment to innovation and guest satisfaction, FEG partners with top brands and venues to create memorable experiences for families and guests of all ages. The Company provides turnkey outsourced facility management and arcade operations services for resorts, hotels, casinos, and amusement parks. Additionally, the Company owns and operates standalone family entertainment centers under the In The Game, Max Action, and Bonkers brands. The Company operates nearly 90 locations throughout the U.S.  

Position Summary

The Route Technical Manager is responsible for leading daily technical execution, game readiness, route support, warehouse coordination, and partner service across assigned route-based arcade locations.

This hands-on leader oversees Route Technicians, ensuring games are operational, well-stocked, clean, safe, properly merchandised, and performing to FEG standards. The role requires technical credibility, route discipline, people leadership, project coordination, and an ownership mindset.

Key Responsibilities

Route Operations & Game Readiness

• Oversee daily technical operations across assigned route locations
• Ensure games, card readers, kiosks, cranes, merchandisers, redemption equipment, and related equipment are functional and guest-ready
• Monitor game uptime, service response, repeat issues, route efficiency, parts needs, and location readiness
• Conduct regular site visits to inspect equipment condition, merchandising, cleanliness, signage, and partner satisfaction

Technical Leadership & Team Execution

• Lead Route Technicians through troubleshooting, diagnostics, preventive maintenance, repairs, installations, and equipment moves
• Coordinate technician schedules, daily priorities, logistics, route coverage, and service follow-up
• Provide hands-on support for complex repairs, refurbishments, service escalations, and urgent partner needs
• Train technicians on repair standards, preventive maintenance, inventory processes, equipment handling, safety, and partner service

Partner, Vendor & Warehouse Support

• Serve as a primary technical contact for assigned partner venues and vendors
• Communicate proactively regarding repairs, installs, merchandise needs, equipment moves, and operational concerns
• Oversee merchandise execution, inventory control, parts flow, product placement, and prize presentation across assigned locations
• Support warehouse organization, receiving, parts tracking, asset control, and distribution to route technicians

Launches, Fleet & Safety

• Support new route location launches, including game preparation, transportation, installation, testing, and go-live readiness
• Coordinate truck scheduling, loading, unloading, delivery support, and equipment movement as needed
• Oversee cleanliness, maintenance, readiness, and safe use of assigned FEG vehicles
• Ensure compliance with FEG policies, partner requirements, and applicable safety standards
• Ensure all documentation, reports, and compliance requirements are submitted accurately and on time.

Equipment Testing, Preventive Maintenance & Vehicle Standards

• Conduct a weekly "Test Drive" of all assigned games, attractions, and payment/swipe systems to verify functionality, guest readiness, and operational performance.
• Identify, document, and address equipment issues in a timely manner to maximize uptime and minimize disruptions to the guest experience.
• Maintain accurate preventive maintenance, inspection, and repair records.
• Maintain a clean, organized, and professional company vehicle at all times, including routine monthly vehicle cleanouts.
• Ensure all company and personal assets, including tools, parts, equipment, electronics, and valuables, are properly secured and not left visible or unsecured at the end of each workday.
• Maintain appropriate inventory levels of parts and supplies within the vehicle to support operational needs.

Ideal Candidate Profile

The ideal candidate brings arcade, amusement, gaming, vending, field service, or route-based technical experience; strong technician leadership; practical problem-solving ability; and the ability to balance hands-on technical work with team, partner, warehouse, and route execution.

What Success Looks Like

• Support Game uptime improves and repeat service issues decline
• Routes are completed on schedule with strong partner satisfaction
• Technicians are well-led, trained, accountable, and properly equipped
• Warehouse, inventory, vehicle, safety, and launch execution are organized and reliable

Leadership Expectations (FEG)

The Route Technical Manager is expected to model FEG’s leadership competencies:

• Learns and Adapts – Learns new games, systems, partner needs, route challenges, and technical solutions quickly
• Energizes Others – Creates urgency, teamwork, pride, and positive momentum across the technician team
• Accountable – Owns route performance, service response, technician execution, and follow-through
• Develops Talent – Coaches technicians and builds technical capability across the team
• Executes with Excellence – Plans routes, supports launches, manages priorities, and maintains high standards
• Resilient – Stays solution-focused when games go down, schedules change, or partners need urgent support