Regional Support Manager

Human Resources Department - NRT Technology Corp.; Mississippi; On-site; USD 70,000 - 120,000; Full time

Job summary

NRT Technology Corp. is seeking a Regional Support Manager to lead technical relationships across the US region. You will handle hardware/software support, training, and installations of the NRT solution, reporting to the VP, Field Support of Implementation.

The role demands strong communication, organization, and hands-on technical skills. Ideal candidates have 4+ years in tech roles, familiarity with Windows and network concepts, and a proven ability to work independently or with teams,

Qualifications

• Bachelor-level degree in IT or business or related field.
• Accredited certifications are assets.

Responsibilities

• Build and manage trusted client relationships in the US region.
• Provide second-line support and collaborate with Client Relationship Managers.
• Coordinate hardware/software life cycle, installs, and training.
• Monitor ticket system and address regional issues with timely updates.
• Conduct onsite visits to address escalations and ensure customer satisfaction.
• Maintain Inventory and Product Health checks at customer sites.
• Travel up to 75% to customer sites and events.

Skills

Technical experience

Interpersonal skills

Communication

Microsoft Office proficiency

Windows OS proficiency

Education

Undergraduate degree

Accredited certifications

Tools

Microsoft Office

Job description

Regional Support Manager

About NRT

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 believe in the value ofconnection and community.We encourage the growth of individual development and recognize that our success depends on developing each other. To stand firm is to stand together.

Our combined innovation and success are rewarded through competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, 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.

About the Role

The Regional Support Manager is highly technically skilled in the QJ product line and is accountable for developing, maintaining and managing customer relationships within the area, US region. Responsibilities of this individual also include various aspects of the system life cycle pertaining to hardware/software technical support, training and installation of the NRT solution. This position will report directly to the VP, Field Support of Implementation.

Key Responsibilities

• Build and manage trusted relationship with all clients to ensure satisfaction
• Comfortable in dealing with all levels of management in a professional manner
• Comfortable to work on mechanical and electrical components
• Monitor NRT Ticket system for issues reported in their region by twice a day review of tickers for customers in their territory
• Provide second line support for escalated issues by NTR’s Customer Support Centre, Client Relationship Manager or by customer, which includes ability to identify, research, and resolve technical issues
• Ongoing communication with Client Relationship Managers to ensure concerns accurately documented and review with customer at their recurring meeting/teleconferences
• Maintains face/face relationship with customers with onsite visits meetings to address escalated technical issues
• Inventory and Product Health Check on each product at each customer site
• Ensure Products have most recent software & firmware applied which includes provision of notes for newly released software
• Effectively communicate Product(s) End of Life to customers
• Maintain Preventative Maintenance schedule for customers
• Maintain product knowledge for occasional on-site training and post-install support
• Extensive travel required – estimated at 75 percent

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
• Network technologies experience
• Proficient in all Windows operating system platforms
• Familiar with a variety of the field's concepts, practices, and procedures

Experience

• Minimum 4 years technical 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 supports 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