The primary function of the Field Implementation Technicians is to be the point of contact for our customers. This will include working on-site or remotely to assist with documenting operational needs, as well as: conducting Site-Surveys to ensure customers understand the physical and network requirements before installation, completing the installation of hardware and networking equipment. Training owners, managers, FOH & BOH teams on leveraging the POS platform to accomplish their specific needs and goals, as well as conducting on-site or remote support, on or after their Go Live dates.
Field Implementation Technicians are responsible for documenting specific best practices and nuances, in particular calling out where the process deviates from the customer expectations. They will also be responsible for training and ramping up new Technicians, and acting as mentors, and Ambassadors of SORA culture.
As the client is transitioned over into the post-onboarding phase of the customer journey, the technician is expected to ensure this transition goes smoothly and therefore is available for Go-live support to assist and guide the customer successfully and with confidence by providing guidance, troubleshooting assistance or follow-up training. This also may require some support for equipment/ hardware, and network issues in the field.
Learn our POS systems with the goal to become an SME, in all concepts.
Install & configure hardware and networking devices including terminals, handhelds, printers, and other peripherals.
Collaborate with internal teams to find the best solutions, tailored to the individual business.
Conduct restaurant operation consultation and training sessions with all restaurant stakeholders to optimize the POS platform for their specific roles and overall successful restaurant operations.
Maintain and document implementation plans and network diagrams.
Test / troubleshoot unknown networking problems.
Terminate Ethernet cables if needed (with the eventual goal of completing each termination in 15 minutes or fewer).
Maintain schedule flexibility with the commensurate expectation to work early mornings, nights, and weekends as needed by SORA Partners, or the customer.
Tenaciously and professionally seek out all solutions to issues as they arise: the Customer’s success is never compromised by SORA Partners.
Excellent communication skills and ability to present in front of groups.
1-3 years of restaurant industry experience is highly desired.
Familiarity with networking concepts and hardware, and an aptitude for learning these concepts.
Attention to detail and strong organization skills.
Ability to problem solve/troubleshoot in a timely manner.
Ability to think creatively and provide service-oriented solution recommendations that exceed customer expectations.
Adaptability, drive and a strong work ethic, especially during challenging, stressful and fast-paced situations.
A reliable and professional demeanor that is beyond reproach, morally or ethically.
This role will require travel within your local area and could necessitate the use of mass-transit solutions like Air Travel, for distances longer than 120 miles. Use of Air Travel will always be requested on a purely voluntary basis.
Reliable Transportation as well as commensurate Driver’s License and Insurance.
SORA Partners is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a diverse and inclusive environment for all employees.
