Field Service Technician - Bristol, Virginia

NRT Technology•Bristol, VA

12h•Onsite

About The Position

Reporting to the 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.

Requirements

College diploma and/or technical certification in a relevant technology field.
1–2 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).
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.
Ability to obtain and maintain all required gaming licenses for casinos serviced by NRT.

Nice To Haves

Diebold, Wincor, and/or NCR certification or experience is an asset.
Experience supporting NRT QuickJack or ticket redemption products in a casino environment is an asset.

Responsibilities

Respond to service dispatches on a call-by-call basis, one or more times daily.
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.