Field Implementation Technician - Vancouver, Canada - Toast

Toast

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Toast Overview:

We are a rapidly growing company that's revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success.

We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award_-_winning customer support.

As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company.

Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Job Overview:

What you will do:

Learn the Toast POS system and become a product expert
Install & configure Toast hardware and networking devices including terminals, handhelds, printers, and other peripherals. Networking knowledge is a plus
Collaborate with internal Toast teams to find diverse business solutions that will make a restaurant THRIVE
Conduct restaurant operation consultation and training sessions with all restaurants stakeholders to optimize Toast POS for their positions and operations
Maintain and document implementation plans and network diagrams
Test / troubleshoot unknown networking problems
Terminate Ethernet cables if needed

Breakdown:

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Implementation (75%) - The primary function of the Field Implementation Technicians is to be the on-site (or remote) point of contact for our customers. This may include working with our Account Executives to assist with documenting operational needs and building accurate quotes. Conducting Site Surveys to ensure customers understand the physical and network requirements before installation. Completing the installation of our hardware and networking equipment. Training owners, managers, FOH & BOH teams on leveraging Toast to accomplish their specific needs of the Toast platform. Conduct on-site or remote support on or after their Activation dates.
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Internal best practices documentation and enablement (10%) - As Toast scales its international presence, the Field Implementation Technicians (FITs) are responsible for documenting country-specific best practices and nuances, in particular calling out where the process deviates from the US customer base (for eg. all menus in Ireland are tax-inclusive, and tax is called VAT). They will also be responsible for training and ramping up new FITs and regional contracting partners.
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Post Live Relationship Management (15%) - As the client is transitioned over into the post-onboarding phase of the customer journey, the FIT is expected to ensure this transition goes smoothly and therefore is available for remote Go-live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training. Given that we are in the early days of international onboarding, this role will spend more time on post-live support than US counterparts, including site visits with the product team where necessary. This also may require some after-hours support for equipment break-fix in the field.

Do you have the right ingredients? (Requirements)

Excellent communication skills and ability to present in front of customers.
13 years of restaurant industry experience is highly desired
Familiarity with networking concepts and hardware
Demonstrates attention to detail and strong organization skills
Ability to problem solve/troubleshoot in a timely manner
Ability to think creatively and provide serviceoriented solution recommendations that exceed customer expectations
Adaptability, strong work ethic, and professionalism during challenging situations.
This role will require travel within your local area and could include up to 100% travel. (we do require a vehicle and valid Driver's License).

Our Spread of Total Rewards

Unlimited Vacation
Sabbatical opportunity after five years
Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
Various peer and company recognition programs
Medical, Dental, & Vision Coverage
Mental Health Benefits
Subsidized backup childcare
Retirement Savings (RRSP) matching
Coming soon

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Bread puns encouraged but not required
LI-HF1

We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries.

We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.