Restaurant Technology Specialist

2 weeks ago

Irving Texas, United States Pei Wei Asian Diner, LLC Full time

The Restaurant Technology Specialist plays a crucial role in overseeing and optimizing the NCR Aloha POS (Point of Sale) system, focusing on key areas such as menu setup, multi-channel menu integration, digital customer interactions, loyalty program configurations, and advanced troubleshooting of system discrepancies.

This position is essential for ensuring that menu items are configured accurately, pricing is correct, and the kitchen system functions seamlessly to improve restaurant operational efficiency.

Key Responsibilities:

Menu Setup and Oversight:

Manage and refresh the restaurant menu within the NCR Aloha POS system. Guarantee precise pricing, item descriptions, and menu classifications. Efficiently handle seasonal and promotional menu adjustments. Identify and rectify any menu-related challenges within the POS systems.

Multi-Channel Menu Integration:

Establish and sustain menu mappings across various platforms, including in-house dining, online ordering, and third-party delivery services. Ensure uniformity and accuracy of menu items and pricing across all channels. Collaborate with marketing and operations teams to implement menu modifications across all platforms without disruption.

Digital Customer Interactions:

Enhance digital customer experiences by refining the online ordering process and interface. Implement digital promotions, discounts, and loyalty initiatives within the NCR Aloha system. Analyze customer feedback and data to enhance the digital ordering experience.

Loyalty Program Configurations:

Integrate and manage the Punchh loyalty program within the NCR Aloha POS system. Set up loyalty rewards, points accumulation, and redemption processes. Monitor and troubleshoot any issues related to loyalty program configurations.

Kitchen Display System (KDS) Oversight:

Configure and maintain the kitchen display system to ensure optimal functionality. Supervise KDS to confirm that orders are displayed and processed promptly. Work closely with kitchen staff to identify and resolve any operational challenges related to KDS.

Training and Support:

Provide training to staff on the utilization of NCR Aloha POS, KDS, and Punchh loyalty program. Offer continuous support to restaurant personnel for troubleshooting and resolving system issues. Create training materials and documentation for easy reference.

Additional Responsibilities:

Assist with hardware and software utilized across all restaurant brands, including ADP, Bright Sign, mobile devices, and Meraki network infrastructure.

Identify recurring problem trends and ensure troubleshooting efforts are completed for ongoing issues until permanent solutions are implemented.

Utilize the Freshdesk system to document incidents and troubleshooting steps taken to resolve issues.

Develop, test, and implement configuration changes and software updates for restaurants following established change control procedures.

Recommend and/or develop processes, policies, and procedures that contribute to a more efficient and effective customer service experience.

Participate in the daily operations of the Help Desk support team.

Qualifications:

Experience:
5+ years of experience with the NCR suite of products, including Aloha POS, kitchen display systems, configuration center (CFC), and command center (CMC).

5+ years of proven experience managing multiple high-priority initiatives in a fast-paced, highly technical environment for multi-location restaurant brands.

Education:
A bachelor's degree in a related field, or an equivalent combination of education and experience, is preferred.

A high school diploma or GED is required.

Aloha system certification is a plus.

Competencies:
Strong analytical and problem-solving abilities.

Ability to effectively multitask in a fast-paced environment.

Excellent written and verbal communication skills; proficient in creating public knowledge bases and job aids.

Strong customer relationship management skills.

Organized, detail-oriented, and self-motivated.

Project management experience is a plus.

Working Conditions:
This position may require talking, hearing, kneeling, walking, crouching, crawling, grasping, pushing, lifting, sedentary work, and visual acuity.

Flexibility for after-hours and weekend shifts is required.

On-call responsibilities may apply.

Corporate office environment.

Some travel may be necessary.

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