Job Description
Key Responsibilities
Leadership & Team Management
- Lead, supervise, and coordinate the daily activities of the onsite support and installation team.
- Allocate tasks and manage technician schedules to ensure timely and efficient deployments.
- Provide ongoing coaching, mentoring, and technical training to team members.
- Conduct regular team meetings to review performance, share updates, and address challenges.
Technical Oversight
- Ensure all installations and support activities meet internal quality standards and client expectations.
- Provide hands-on support for complex or escalated technical issues, both onsite and remotely.
- Review and approve installation plans, technical configurations, and service documentation.
- Stay current with industry trends, especially in POS technologies, and ensure team readiness through continuous learning.
Operational Coordination
- Collaborate with project managers, account managers, and sales teams to plan and execute client deployments.
- Coordinate logistics related to hardware delivery, software licensing, and site readiness.
- Maintain accurate documentation across installations, service tickets, and client communications.
Client Relationship Management
- Serve as the senior point of contact during key client installations and support engagements.
- Manage escalations professionally and ensure timely resolutions aligned with SLAs.
- Capture client feedback and relay actionable insights to internal teams to drive continuous improvement.
Quality Assurance & Reporting
- Conduct quality checks to ensure all installations and support visits meet standards.
- Monitor KPIs such as resolution time, response rates, and customer satisfaction scores.
- Prepare and present performance and operational reports to senior leadership.
Compliance & Safety
- Ensure all onsite activities comply with data security standards and payment industry regulations.
- Uphold health and safety standards during installations, including proper handling of electrical and network equipment.
Skills & Competencies Required
- Proven leadership experience managing technical or field-based teams.
- Strong technical knowledge of POS systems, especially in hospitality and restaurant environments.
- Excellent interpersonal, communication, and conflict resolution skills.
- Ability to manage multiple projects and priorities under pressure.
- Familiarity with CRM and ticketing platforms (e.g., Zendesk, Freshdesk).
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