Field Service Technician - Field Services

At NRT, we build more than solutions: we build up each other.

NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information and electronic marker services to intelligent and engaging table game platforms, dynamic financial and marketing kiosks, and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO®, a revolutionary resort app engagement platform dedicated to unifying guest experiences, offering a seamless experience from booking to checkout through App Builder, which has more than 100 third-party integrations which are unmatched in the industry. Our strategic partnerships have resulted in the most convenient, reliable, and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos, race and sports operators, lotteries, banks, and retailers-- globally-- to dazzle their guests.

We’re dedicated to building a better future for all, including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy, digitizing our internal processes, and implementing our unique cashless solutions.

NRT believes in the value of connection and community. We believe that our diversity in skills and background make us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands on deck. NRT knows that to stand firm, we need to stand together.

Our innovative products and success allow us to reward you with competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more. NRT has metrics designed to get you to where you want to be in your career, and we are your biggest advocate for professional development. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, collaboration, and more. Joining NRT is more than a job: it’s an opportunity to grow and discover.

To learn more about who we are and what we do, visit our website at www.nrttech.com.

Responsibilities And Accountabilities

• Incident Handling: Perform trouble shooting via detailed analysis of HW and SW failures with the usage of all available diagnostic tools. This includes repair of HW on component level, cleaning and adjustment of mechanical components and configuration and installation of SW.
• Preventive Maintenance: Perform routine checks according to documented preventative maintenance procedures and refill consumables as directed.
• IMAC/R: Perform Installation, Movement, Addition, Change and Removal of hardware and software products and components as directed.
• Customer Training: Instruct and train customers on usage and operation of installed Hardware and Software. Maintains quality measurements and overall commitment to customer satisfaction. Provides timely follow-up to customer concerns and requests.
• Process Tasks: Receive briefing for incidents and orders from dispatch function. Update dispatch function of all unforeseen issues. Provide detailed debriefing on all performed activities. Proactively inform customers about performed actions.
• Continuous Improvement Process: Observe technical or process problems at all times, proactively inform about potential problems and offer improvement suggestions if possible. Actively use corporate tools and processes for knowledge sharing, e.g. knowledge base to find solutions and provide input for it.
• Training: Participate in regular hardware and software trainings (on the job, classroom trainings and web-based trainings) according to the corporate training concept and receive certification after passing relevant test.
• Administration: Installs FCOs (field change orders) and other equipment modifications as needed. Responsible for timely and accurate dispatch information (updated at time of call) and all administrative reports as defined by management, including service reports, expense reports, time and attendance records accurately and on time.
• Security and Safety: Drives safely at all times and obeys all traffic laws and regulations. Responsible for the integrity and security of company vehicle, tools, test equipment, proprietary software and proper documentation.

• Demonstrate quality technical, electronic repair and maintenance skills.
• Must be able to maintain a working knowledge in technology and associated technical skills to systems, applications, tools and resources utilized in the office and field.
• Must be proficient with the general Windows operating system and platforms.
• Familiarity and keep abreast of the field’s procedures, practices and concepts.
• Maintain a professional attitude and appearance at all times.
• Must be able to work in a team environment and maintain a positive, customer focused attitude.

• Minimum 2 year experience in IT, mechanical or electronic related profession. ATM technical experience preferred. Or the minimum education of an associate’s degree in a technology field.
• Must be able to communicate effectively with internal and external personnel, both verbally and in writing.
• Must be able to interpret and understand technical documentation.
• PC literacy and good knowledge and application of the relevant tools and methods.
• Product knowledge of ATM industry highly desirable.
• Experience in servicing NRT QuickJack products or other ticket redemption products in a casino environment an asset.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing duties of job, employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Work Environment: The noise level in the work environment is usually moderate. Employees may be required to drive long distances in traffic. Employees may also be exposed to inclement weather conditions.

• Communication
• Achievement/Results Oriented
• Teamwork
• Customer service
• Flexibility/Adaptability
• Problem Solving
• Building relationships

• Fast and complete understanding of the client’s requirements
• Reviews, analyzes, and evaluates information technology systems operations
• Familiar with standard networking concepts, practices, and procedures
• Provides support to end users on a variety of issues
• Comfortable with dealing with all levels of management
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email for technical support
• Relies on experience and judgment to plan and accomplish goals
• Installs/implements/configures upgrades and complete solutions onsite
• Conducts on-site technical and sales training to employees, partners, customers, and end-users worldwide
• Participates in the development, editing, evaluation, and validation of technical and sales training course materials
• Able to represent the Company’s image and brand – professional relations with customers of the Company in all situations, at all times
• Extensive travel required – estimated at 75 percent
• Other projects/duties as assigned by manager

Education and Training

• Successful completion of an undergraduate university degree or an IT/business program from a

• Accredited certifications are an asset

• Responsible for maintaining a high level of technical skills related to the systems and applications in use throughout the office
• Network technologies experience
• Proficient in all Windows operating system platforms
• Familiar with a variety of the field's concepts, practices, and procedures

• Above average written and verbal communication and management skills
• Excellent interpersonal skills to effectively communicate with all levels of professional staff
• Superb organization skills
• A high level of proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
• A committed team player who may not agree with but can support group/company objectives
• Proven ability to work independently or to complete tasks despite ambiguity
• The incumbent may have to be licensed by Gaming Regulatory Commissions - criminal and financial background checks will be completed by the Company, with your consent
• Prior experience with Casinos or the development of products for the Gaming Industry is an asset

NRT welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.