Regional Support Manager

Human Resources Department - NRT Technology Corp.

1d•Onsite

About The Position

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.

Requirements

Successful completion of an undergraduate university degree or an IT/business program from a Community College
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
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

Nice To Haves

Accredited certifications are an asset
Prior experience with Casinos or the development of products for the Gaming Industry is an asset

Responsibilities

Build and manage trusted relationship with all clients to ensure satisfaction
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