Field Service Technician - Field Services

About the role

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

• 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.
• Perform routine checks according to documented preventative maintenance procedures and refill consumables as directed.
• Perform Installation, Movement, Addition, Change and Removal of hardware and software products and components as directed.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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