Senior Hardware Implementation Specialist

Senior Hardware Implementation Specialist

SALIDO- Remote  

Job Summary

The Senior Hardware Implementation Specialist demonstrates a high level of proficiency in implementing SALIDO across all scales of customers. Sr. Hardware Implementation Specialists work directly with their Project Coordinator and customers to implement SALIDO while providing industry best practices to ensure their restaurant is successful.  Sr. Hardware Implementation Specialists are able to give precise direction to co-workers assisting in the installation process, troubleshoot and triage hardware, software and networking related issues, keep equipment, people, deadlines, and other components organized and adjust to unforeseen factors in real time. The Senior Hardware Implementation Specialist is specialized on  in-person hardware and infrastructure intensive implementations

What you'll do:

• Serves as a SALIDO implementation process expert to lead and advise team members in all matters related to the physical implementation and training stage of the customer lifecycle
• Acts as an escalation point for implementation-related issues
• Is a key participant in new feature development from an implementation perspective, working closely with leadership and occasionally product and engineering teams
• Possesses holistic knowledge of SALIDO products, and can clearly articulate the implications of configuration changes to all stakeholders
• Easily installs/configures SALIDO software, hardware & managed networks either on site or remotely, including terminals, printers, and accessories at customers of all scales and service types.
• Leads training sessions with restaurant team members (line level staff, managers, corporate, etc) on the product, including the POS, Bridge (back end), Reporting, Manager App, Integrations and hardware in a clear and effective way, considering the needs and perspectives of each stakeholder.
• Participates in, and sometimes leads, special projects in order to continuously improve processes, tools, systems, and organization.
• Mentors new team members in their development in product knowledge proficiency, knowledge of internal tools, and general professionalism and company culture
• Effectively communicates customer needs internally to the appropriate sales and/or customer success teams

What we need from you: 

• Bachelor’s Degree, Business or Hospitality Management preferred; Or a minimum (5) years of Hospitality Experience, preferably in a management capacity
• Minimum (3) years Hardware and Network Infrastructure experience
• Implementation, Account Management, or equivalent experience at SaaS, HaaS based company
• Experience working in a face-paced startup environment
• Familiarity with CRM/Implementation & Training tools (e.g. G-Suite, Google Meet,  Salesforce)
• Proficiency in Microsoft Excel and G-Suite
• Advanced knowledge of Network Infrastructure, POS Hardware & peripherals & troubleshooting
• Passion for the Hospitality industry with a deep knowledge of multiple scales of restaurant operations
• Track record of working cross functionally with Sales, Implementation and CX counterparts
• Tech savvy
• Ability to apply product knowledge to solve complex operator problems
• Proven success in multitasking and project + resource prioritization
• Strong written and verbal communication skills, tailored to the audience
• Proactive, detail-oriented, confident and motivated

Travel Requirements: 65% 

SALIDO, a wholly owned subsidiary of North American Bancard, continuously innovates hospitality technology so that operators can lower costs and increase profits. Founded in 2013, SALIDO is building the first-ever Restaurant Operating System that combines all operating needs on one cohesive platform. The SALIDO product platform includes point of sale, labor, inventory, reporting and much more.

At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.