The Restaurant Systems Technical Manager is responsible for overseeing and managing all technical aspects of the Point of Sale systems and Kitchen Display systems within the organization. This role involves leading a team of professionals, ensuring the smooth operation, maintenance, and support of the POS & KDS systems, as well as implementing new features, upgrades, and integrations to enhance the overall efficiency and functionality of the POS & KDS infrastructure.
The Restaurant Systems Technical Manager collaborates with various stakeholders, including IT teams, business managers, vendors, and external partners, to achieve seamless and reliable Point of Sale operations.
- POS & KDS System Management:
- Oversee the configuration, deployment, and maintenance of POS & KDS software systems.
- Monitor the performance of POS & KDS systems and promptly resolve any technical issues that arise.
- Ensure compliance with security standards and protocols to protect sensitive customer and financial data.
- Team Leadership:
- Lead and mentor a team of POS & KDS technical specialists, providing guidance and support to optimize their performance.
- Conduct regular performance evaluations and identify training needs to enhance the team's skills.
- System Upgrades and Enhancements:
- Collaborate with IT teams and vendors to plan and implement system upgrades, ensuring minimal disruption to business operations.
- Evaluate new POS & KDS technologies and features, recommending and implementing enhancements to improve customer experience and operational efficiency.
- Integration and Interoperability:
- Work with various departments, such as finance, inventory management, and customer service, to integrate POS & KDS systems with other business applications.
- Ensure seamless data flow and compatibility between systems and other enterprise systems.
- Vendor Management:
- Establish and maintain strong relationships with POS & KDS system vendors and service providers.
- Training and Documentation:
- Develop and deliver training programs for store personnel and technical staff on POS & KDS system usage, troubleshooting, and best practices.
- Maintain comprehensive documentation of POS & KDS system configurations, processes, and support procedures.
- Incident Management and Support:
- Provide third-level support for complex technical issues escalated from the frontline support team.
- Develop and implement incident management procedures to ensure timely resolution of critical POS & KDS system issues.
- Continuous Improvement:
- Regularly review and evaluate the performance of POS & KDS systems and processes, identifying opportunities for improvement and optimization.
- Propose and implement solutions to enhance system stability, security, and functionality.
- Proven experience (typically 7+ years) in managing POS /KDS systems in a retail or hospitality environment.
- Strong technical knowledge of POS & KDS hardware, software, and networking.
- Leadership experience, with the ability to effectively manage and motivate a technical team.
- Excellent problem-solving and analytical skills, with a keen attention to detail.
- Strong communication and interpersonal skills, capable of collaborating with various stakeholders.
- Experience in project management and system implementation is a plus.
- Knowledge of industry standards and regulations related to POS /KDS systems and data security is a plus.
The Restaurant Systems Manager plays a critical role in ensuring the seamless operation of Point of Sale systems, contributing to the overall success of the organization's retail or hospitality business.