Field Service Technician - Field Services

NRT Technology Corp.; Oklahoma; On-site; USD 42,000 - 64,000; Full time

Job summary

NRT Technology Corp. is seeking a field technician to perform incident handling, routine preventive maintenance, and hardware/software installations and removals on customer sites. You will train customers on systems, update dispatch with active issues, and contribute to continuous improvement of service processes.

The role requires strong technical repair skills, Windows expertise, and effective communication. A team-focused, safety-conscious candidate will thrive in this position.

Qualifications

• Minimum 2 years of IT, mechanical or electronics experience or an associate degree in a technology field.
• Ability to communicate effectively with internal and external personnel, both verbally and in writing.
• Ability to read and interpret technical documentation.
• Proficient PC skills and knowledge of relevant tools and methods.
• ATM industry knowledge is highly desirable; experience with NRT QuickJack or similar ticket redemption products is a plus.

Responsibilities

• Troubleshoot hardware and software faults using diagnostic tools; repair hardware at component level; perform mechanical adjustments and software installation.
• Conduct preventive maintenance and replace consumables per procedures.
• Carry out IMAC/R activities: install, move, add, change, or remove hardware/software components as directed.
• Instruct customers on hardware/software usage and ensure high customer satisfaction with timely follow-ups.
• Receive briefs for incidents/orders, update dispatch with new issues, and provide detailed debriefs after actions.
• Proactively identify problems and suggest improvements; use knowledge base and corporate tools to share solutions.
• Participate in regular hardware/software trainings and obtain certifications after assessments.
• Handle administration: dispatch information, service reports, and time/expense/attendance records with accuracy.
• Maintain security and safety of company vehicles and equipment and ensure proper documentation.
• Work in a team environment with a professional, customer-focused attitude.

Skills

Technical repair

Windows OS

Teamwork

Customer focus

Documentation

Education

Associate degree in technology

Tools

Diagnostic tools

PC literacy

Office software

Job description

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:

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.