Regional Support Manager
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 of connection and community. Our diversity in skills and background make us a unique and formidable culture. 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