Field Service Technician - Field Services

Field Technical Specialist

NRT is the recognized industry leader in self-serve redemption and jackpot solutions, and has placed over 4,500 devices in over 300 casino locations throughout Canada, United States, the Caribbean, Europe and Asian gaming markets. We offer a competitive salary, group benefits (health, vision, dental and life insurances), career advancement opportunities, challenging work, and a convenient work location!

Our environment is entrepreneurial and fast-paced. Individual and creative contributions to our company objectives are highly encouraged and recognized. There will be an abundance of opportunities to develop new skills and to benefit from interaction with a highly experienced leadership team.

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.

Knowledge and Skill Requirements:

• 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.
• Work Experience: 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.

Physical Demands and Work Environment:

• 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.

Core Competencies:

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

Key Responsibilities:

• 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

Required knowledge, skills, experience and qualifications:

Education and Training: Successful completion of an undergraduate university degree or an IT/business program from a Community College. Accredited certifications are an asset.

Technical Requirements: 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.

Experience: 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 would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted. NRT is an equal opportunity employer. It is NRT's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. NRT does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law. 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.