Field Service Technician - Maryland

Field Service Technician

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.

Reporting to Regional Manager, the Field Service Technician is responsible for providing on-site technical support for ATM and multi-function cash-handling (TITO kiosk) devices within an assigned service area. This role involves diagnosing, repairing, installing, and maintaining hardware and software while traveling frequently by car; mileage reimbursement is provided. The Technician works closely with internal support teams and client casino operations, including cage and IT staff, to ensure timely issue resolution and high levels of customer satisfaction. Comprehensive training and required tools, software, and equipment are provided to support successful performance in this role.

Responsibilities:

• Respond to service dispatches on a call-by-call basis, one or more times daily. Flexibility to work nights, weekends, overtime, or alternative shifts may be required. Occasional travel, including flights and multi-day stays, may be necessary to support projects in other regions.
• Diagnose, repair, replace, and adjust hardware components; clean and maintain mechanical parts; and configure, install, and update software.
• Troubleshoot complex hardware and software issues using company-provided diagnostic tools, with thorough analysis and documentation.
• Perform routine inspections and preventative maintenance in accordance with established procedures, including replenishment of consumables such as receipt paper.
• Install, relocate, upgrade, modify, or remove hardware and software for ATMs and cash-handling equipment.
• Provide on-site customer training on the operation and use of installed systems.
• Maintain a strong commitment to customer satisfaction, including timely follow-up on issues, requests, and service outcomes.
• Receive work orders and incident briefings from dispatch, proactively report unforeseen issues, and provide detailed debriefings on all completed work.
• Identify technical or process issues, proactively communicate risks, and suggest continuous improvement opportunities.
• Actively use corporate systems and tools for knowledge sharing, including contributing to and leveraging the knowledge base.
• Participate in required hardware and software training programs (on-the-job, classroom, and web-based), and obtain certifications as required.
• Ensure accurate, real-time updates to dispatch systems and complete all required administrative documentation (service reports, expense reports, time and attendance records) accurately and on time.
• Comply with all traffic and safety regulations, and safeguard company tools, test equipment, proprietary software, and documentation.

Requirements:

• College diploma and/or technical certification in a relevant technology field.
• 12 years of experience servicing ATMs, computer electronics (hardware and software), cash-handling equipment, or related devices such as slot machines.
• Valid driver's license, personal vehicle, active auto insurance, and reliable transportation (company vehicle not provided).
• Diebold, Wincor, and/or NCR certification or experience is an asset.
• Strong technical, electronic repair, and preventative maintenance skills.
• Excellent diagnostic, analytical, and problem-solving abilities.
• Working knowledge of computer systems and networks, including Microsoft Windows environments.
• Ability to read, interpret, and apply technical documentation.
• PC proficiency and effective use of technical tools and systems.
• Professional demeanor and appearance at all times.
• Strong teamwork skills with a positive, customer-focused attitude.
• Effective verbal and written communication skills with internal teams and external customers.
• Experience supporting NRT QuickJack or ticket redemption products in a casino environment is an asset.
• Ability to obtain and maintain all required gaming licenses for casinos serviced by NRT.

Work Environment:

• Regular lifting and carrying of tools and parts weighing up to 50 lbs.
• Frequent bending, squatting, walking, standing, or sitting for extended periods.
• Work is primarily conducted in casino environments, with regular exposure to secondhand smoke.
• Noise levels range from moderate to loud.
• Extended driving, sometimes over long distances, in varying traffic and weather conditions may be required.
• Employment is subject to a comprehensive vetting process, including background checks, credit checks, and all applicable casino licensing requirements.

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 all. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you are selected for this position, please notify the HR team member for reasonable accommodation.

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