Field Service Technician - Field Services

Human Resources Department - NRT Technology Corp.

137d

About The Position

The Field Service Technician performs field troubleshooting, repair, preventive maintenance, installation, movement, configuration, and removal of hardware and software products and components. The role also trains customers, communicates with dispatch and customers, completes administrative reporting, participates in technical training, and safeguards company vehicles, tools, test equipment, software, and documentation. The technician is expected to support customer satisfaction, follow company processes, and identify and share potential technical or process improvements. The job involves frequent standing, walking, sitting, handling tools and equipment, reaching, talking, and hearing; occasional lifting or moving of up to 50 pounds; and driving long distances in traffic. The work environment is usually moderately noisy and may involve exposure to inclement weather.

Requirements

Demonstrated technical, electronic repair, and maintenance skills.
Ability to maintain working knowledge of technology and the systems, applications, tools, and resources used in office and field settings.
Proficiency with the general Windows operating system and platforms.
Familiarity with, and ability to stay current on, field procedures, practices, and concepts.
Professional attitude and appearance.
Ability to work in a team and maintain a positive, customer-focused attitude.
At least 2 years of experience in an IT, mechanical, or electronics-related profession, or an associate’s degree in a technology field.
Effective verbal and written communication with internal and external personnel.
Ability to interpret and understand technical documentation.
PC literacy and good knowledge and application of relevant tools and methods.
Ability to meet the physical demands described, including occasional lifting or moving of up to 50 pounds; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

ATM technical experience is preferred.
Product knowledge of the ATM industry is highly desirable.
Experience servicing NRT QuickJack products or other ticket redemption products in a casino environment is an asset.

Responsibilities

Troubleshoot hardware and software failures using available diagnostic tools; repair hardware at the component level, clean and adjust mechanical components, and configure or install software.
Perform routine preventive maintenance according to documented procedures and refill consumables as directed.
Perform directed installation, movement, addition, change, and removal of hardware and software products and components.
Train customers in the use and operation of installed hardware and software, maintain quality and customer-satisfaction standards, and follow up promptly on concerns and requests.
Receive incident and order briefings from dispatch, report unforeseen issues, provide detailed debriefings, and proactively inform customers about actions performed.
Identify technical and process problems, communicate potential issues, suggest improvements, and use corporate knowledge-sharing tools and processes.
Participate in hardware and software training, including on-the-job, classroom, and web-based training, and obtain certification after passing relevant tests.
Install field change orders and other equipment modifications as needed.
Keep dispatch information current and complete service, expense, time, and attendance reports accurately and on time.
Drive safely and obey traffic laws; protect the integrity and security of the company vehicle, tools, test equipment, proprietary software, and documentation.