Field Service Technician; Hard Rock Hotel & Casino, Bristol

Field Service Technician (Hard Rock Hotel & Casino, Bristol)

Virginia, USA •

Bristol, VA, USA

Field Service Technician (Hard Rock Hotel & Casino, Bristol)

About NRT

NRT is one of the 50 Best Managed Companies, and we’re looking for a dynamic candidate who is motivated and passionate about working for a Fin Tech leader!

NRT provides next-generation commerce and information-enabling experiences for enterprise customers around the world. Our solutions include secure payment systems, specialized financial and marketing kiosks, AML compliance tracking and reporting tools, digital gamification and mobile experiences, intelligent table game platforms, credit/marker information services and electronic marker solutions. We work with hundreds of casinos throughout North and South America, Asia and beyond.

We offer a competitive salary, group benefits (health, vision, dental and life insurances), career advancement opportunities, and an exciting environment. Individual and creative contributions to our company objectives are highly encouraged and recognized. You can read more about us at:  .

In this position most of your time will be spent in the field diagnosing or repairing our ATM and multi‑function cash handing (TITO Kiosk) devices at Hard Rock Hotel & Casino Bristol in VA. Experience with ATM’s (specifically Diebold Nixdorf), similar types of equipment, slot machines, and Microsoft OS software would be positive for this position.

As a Field Service Technician, you are responsible for addressing technical customer problems related to our ATM and multi‑function cash handling kiosk products, working closely with our Customer Service Center (CSC), Regional Support Managers (RSM) and our client’s casino cage and IT staff. Responsibilities include, but are not limited to, troubleshooting, repair, and installation of hardware and software. We will provide training and necessary equipment (tools, laptop, customer software, test software and spare parts) to create that professional foundation to perform your job at the highest level.

• Ability to work a flexible schedule including nights, weekends, overtime, or flex shifts is required. You may be required to stay at Hard Rock Hotel & Casino Bristol your whole shift.
• Dispatches will typically include diagnosing, repairing, or swapping of hardware components, cleaning and adjustment of mechanical components, and configuration and installation of software.
• Perform trouble shooting with detailed analysis of hardware and software issues using all available diagnostic tools we provide.
• Perform routine checks according to documented preventative maintenance procedures and refill consumables like receipt paper as directed.
• Perform installation, movement, addition, change and removal of hardware and software products and components for ATMs and cash handling equipment.
• Instruct and train customers in the usage and operation of installed hardware and software.
• Our casino clients can be demanding so maintain an overall commitment to customer satisfaction and provide timely follow-up to customer concerns and requests.
• Receive briefing for incidents and orders from our dispatch function. Update the dispatch function of all unforeseen issues. Provide detailed debriefing on all performed activities. Proactively inform customers about performed actions.
• Always observe technical or process problems, proactively inform about potential problems and offer improvement or suggestions if possible.
• Actively use corporate tools and processes for knowledge sharing, e.g. knowledge base to find solutions and provide input for it.
• Participate in regular hardware and software training (on the job, classroom training and web‑based training) according to the corporate training concept and receive certification after passing relevant test.
• 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.
• You are responsible for the security and protection of the company tools, test equipment,…