General Duties
- Provides support for multiple (a minimum of five) SOFTWARE applications, databases, and overall systems, either remotely (primarily) or on-site (secondarily). Repairs hardware (thirdly), either on-site or in-shop, and occasionally installs hardware according to plans and connect units with cables and connectors. May perform network terminations for some new installations.
- Performs minor programming changes.
- Disassembles components to replace, clean, adjust or repair parts, wires, switches, or subassemblies.
- Operates and tests equipment to ensure elimination of malfunction.
- Repairs cables, helps lay out plans for new equipment, and estimates material required.
- Maintains equipment and analyzes malfunctions with oscilloscopes, computers, and meter line testers to locate, diagnose, and ascertain repairs needed
- Promotes the sale of systems, service, supplies, and support plans.
- Works with minimal supervision and is able to handle at least 80% of all situations on their own, without phone help.

Special Skills
- Communication and Customer Service. You must possess or cultivate the ability or skill to maintain appropriate communication with the client. You will come in contact with many types of personalities - some easy going and a pleasure to work with, some anything but easy to work with. In most instances the client will be experiencing a certain level of frustration: their system may have been inoperable at their busiest time of day and even the most congenial person will be impatient under those circumstances. You must have the ability to defuse this volatile situation and impress upon the client that our company is professional and truly cares about the smooth operation of their business. In other words, make the client feel that they are number one with us.
- An outgoing, strong "people-person" personality.
- Ability to diagnose and support over the phone.
- Knowledge of hand tools as well as bench and field electronic test equipment is necessary.
- Mechanical aptitude, with logical and analytical faculties, and a grasp of technical methods.
- Typing skills of 35+ wpm.
- Professional Business-like appearance a must.

Requirements Needed to Perform
- Ability to simultaneously restore the system to full operation within a minimal amount of downtime and maintain the good rapport with the client.
- Knowledge in PC hardware, Networking, TCP/IP and Windows 2000/XP/7.

Physical Requirements
- In excellent health.
- Able to carry medium to heavy weight equipment (approx. to 40+ lbs.). Sometimes will need to physically transport and/or maneuver several pieces of equipment simultaneously. Occasionally will need to carry this equipment several blocks, depending on the proximity of available parking, to the location of the support call.
- Able to sometimes drive longer distances, as a few field sites are up to 200 miles away.
- Able to position through small opening to install communication connectors.
- Requires a valid driver's license with GOOD DRIVING RECORD, and able to meet insurance requirements as specified in employee handbook.
- Access to Company car for business use (or mileage reimbursement) is provided to Senior On-Call Technicians.

Mental Requirements
- Able to completely concentrate on the job at hand, even when placed in a very distracting environment.
- Sharp and alert at all times, logical and quick thinking.

Availability to Work what Hours
- Available for normal working hours, typically from 8:00am, up to 5:30pm, Monday through Friday.
- Available for On-Call hours (around the clock) and Saturday hours from 9:00am, up to 5:00 pm, on a rotating schedule of approximately every fourth to sixth week, when Senior On-Call status achieved.
- Available as the Back-Up to the On-Call technician on a rotating schedule of approximately every fourth to sixth week.
- Rotating schedule of holiday hours.
- Hours listed are "normal" and sometimes require work beyond those periods.
- Large Project opportunities for Advanced Senior Technicians may require overnight travel, which may include increased compensation and career promotion opportunities.

Training Needed
- At least two years of prior appropriate technical (basic and advanced) training, with several years of practical, on the job experience, ideally in software support.
- An on-going training program in technological advancements and new products that have entered the market. Training never ends but will be progressive, just as technology is.
- Windows 2000/XP/7, Networks, TCP/IP, with some UNIX helpful.

Knowledge Needed
- Understanding of our multiple (a minimum of five) Software Applications to render full software support. This demand will continue to increase as hardware continues to be more reliable and software more sophisticated.
- Experience with a wide range of Restaurant and Retail businesses for superior performance. It is often required to understand the nature of the business to adapt logical analysis to the problem at hand. Since hardware and software fit the narrow vertical market of POS, judgments as to the needs and uses of a POS system are required daily.
- Knowledge of the various operating systems, including Windows XP/7/Server 2003, is very important, and MCP status for one of the three is ideal. UNIX knowledge is a plus.
- Knowledge of Electronics and circuitry is beneficial, including concepts and theory. You must have an understanding of the elements, functions and inter-dependence of all parts of the systems that we support to perform hardware repair at a high level.
- Knowledge of the geographical area for a 200-mile radius of the St. Louis area.
- A+ and Network+ Certification are desirable and eventually required.

Entry Level Period
- Required period for virtually all individuals, prior to Senior On-Call status. Period focuses on the training needed to obtain the knowledge to support our multiple Software Applications and gain experience with a wide range of Restaurant and Retail business applications. Must also learn the responsibilities of the Part & Logistics Manager and the Support Center Advisor.
- Responsibilities include shipping, receiving, supplies, building and staging of new systems, testing and repair of components.
- Performs tasks requested by the Parts & Logistics Manager.
- Highly organized, detail oriented, and able to handle multiple tasks simultaneously.
- Able to work evenings and weekends as training and business demand dictates.
- Knowledge in PC hardware, Networking, TCP/IP, and Windows 2000/XP/7 are requirements. Must have a basic knowledge of electronics, be mechanically inclined, have a working understanding of computers, be able to meet quick deadlines and handle pressure.
- As training and knowledge is obtained to an acceptable level, advancement to a Senior On-Call status is considered.
- Requires a valid driver's license with GOOD DRIVING RECORD, and able to meet insurance requirements as specified in employee handbook.


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General Duties
- Reviews project proposals to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements and allotment of available resources to various phases of project., in either the Restaurant or Retail vertical markets.
- Provides technical advice and resolves project problems.
- Coordinates with groups involved in the project.
- Maintains pertinent and most recent documentation, technical bulletins, and software for products.
- Performs programming and/or training for projects assigned or helps out others performing the same when requested.
- Trains customers and coworkers on the use, programming and maintenance of the product.
- Adjusts hours of work based on ever-changing schedule.
- Receives transferred customer calls from Support Center and logs accurate information of the steps taken to resolve the problem. Attempts to resolve the problem by phone or dial in. If the problem requires a site visit, forwards the information to the Support Center for dispatch of a Technician, informing them of the problem, the steps taken, and the urgency; or goes on-site personally.
- Works with minimal supervision and is able to handle at least 95% of all situations on their own, without phone help.

Special Skills
- Communication and Customer Service. You must possess or cultivate the ability or skill to maintain appropriate communication with the client. You will come in contact with many types of personalities-- some easy going and a pleasure to work with, some anything but easy to work with. This may be by talking face to face, over the phone, or in writing a letter. Sometimes the client will be experiencing a certain level of frustration: their system may have been inoperable at their busiest time of day and even the most congenial person will be impatient under those circumstances. You must have the ability to defuse these situations with tact and impress upon the client that our company is professional and truly cares about the smooth operation of their business. In other words, make the client feel that they are number one with us. Often the client has an entirely different priority than providing you their undivided attention when installing or training on a system.
- Sharp listening, creative questioning, and good note taking skills to gain a clear understanding of the application and needs in order to provide an effective solution.
- Good planning, organization, and time management skills without constant intervention of supervisors, so that several ongoing projects can be moved along and completed on schedule.
- Ability to work quickly and efficiently to meet deadlines.
- Good creative problem solving skills, an independent thinker, and a dedication to customer satisfaction.
- Positive "can-do" attitude, energy and enthusiasm, as well as liking people contact.
- Typing skills of 35+ wpm.
- Professional Business-like appearance.

Requirements Needed to Perform
- Ability to set up and program various types of POS and back office systems by setting parameters in the software and often times creating large databases. Thorough testing and debugging of the parameter settings, as well as providing demonstration and training to end-users.
- Ability to create documentation manuals (occasionally) and balance forms for checkout (always). Must be good with numbers and accounting procedures.
- Computerized accounting background with spreadsheet and word-processing experience.
- Knowledge of the Retail industry or the Restaurant industry (based on vertical market being applied). One must understand the inherent control problems that exist in these different environments.
- Ability to teach conceptual and technical concepts concerning the features and benefits of the system, often to low level users who are sometimes difficult to teach.
- Responsibility for taking notes during customer information meetings, creating programs for demonstration systems, insuring demo and customer systems are backed up and saved, providing telephone support, on-site programming of changes and fixes, and coordinating installations with multiple departments.
- Ability to take on special projects, including the planning, development, and implementation of a User Seminar, to improve the level of customer satisfaction and the value of the software product.

Physical Requirements
- In excellent health.
- Able to lift and transport multiple terminals and computers (approximately up to 40+ lbs.) to various customer sites for an installation.
- Able to drive long distances, as a few field sites are over 200 miles away.
- Transportation includes the delivery of this equipment in your personal vehicle, and requires a valid drivers license with GOOD DRIVING RECORD, and able to meet insurance requirements as specified in employee handbook.
- Automobile allowance provided.

Mental Requirements
- Above average intelligence with the ability to learn and understand technical computer concepts and apply them, to provide solutions to software applications used in the Restaurant/Hospitality or Specialty Retail industry.
- Logical and quick thinking for good phone support.
- Strong mental alertness and strong aptitude for thoroughness.
- Stamina to discover software errors and the memory to recall and recreate them in order to correct the software errors created by the parameters you originally selected in the program.

Availability to Work what Hours
- Able to work the type of hours based on the type of installation project required, their hours of operation, as well as their deadlines.
- Restaurant (often) or Retail (sometimes) require hours at night and on weekends. These hours are during times when clients with new systems need your availability for assistance.
- Early stages of a live installation may require one or several twelve-hour (or more) days, particularly in the Restaurant vertical market.
- Size and nature of the installation determines the amount of training and support required outside of regular business hours.
- Generally working regular business hours when not installing a system.
- Overnight travel up to 5 consecutive nights, to attend seminars or to address remote site installations, may be required. Large Projects may require longer periods of overnight travel.

Training Needed
- A college degree is recommended, ideally in computer science, if not, then in a Restaurant or Retail management related field and/or in an accounting related field.
- Several years of practical, on the job experience in RESTAURANTS or in RETAIL.
- An on-going training program in technological advancements and new products entering the market. Training never ends but will be progressive, just as technology is.

Knowledge Needed
- Understanding of computerized accounting, computerized inventory control and computerized retail point-of-sale software.
- Understanding of the software applications used in the Restaurant/Hospitality and Specialty Retail fields, with specific vertical market knowledge.
- A+ and Network+ certification desirable.
- Microsoft Certified Professional (MCP) and Microsoft Certified System Engineer (MCSE) certifications desirable.
- Knowledge of Windows XP and 7 (very important), Sybase or Microsoft SQL, general PC experience, Networks, TCP/IP, as well as other software programs such as Crystal Reports, with spreadsheet/word processing a plus.
- Reasonable amount of mechanical ability using basic electronic hand tools

Entry Level Period
- Required period for virtually all individuals, prior to Senior Installer status. Period focuses on the training needed to obtain the knowledge to support our multiple Software Applications and gain experience with a wide range of Restaurant or Specialty Retail business applications. Must also learn the adminstrative responsibilities position, and spends time as the Support Center Advisor.
- Assists other Senior Service & Support Technicians, providing Help Desk and Software Support.
- Assists other Senior Installers with their projects, providing Live Support.
- Highly organized, detail oriented, and able to handle multiple tasks simultaneously.
- Able to work evenings and weekends as training and business demand dictates.
- As training and knowledge is obtained to an acceptable level, advancement to a Senior Installer status is considered.

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Special Skills:
Ambition: Desire to increase earnings; pushes, works hard every day, and does not put things off; makes as many calls as possible.

Enthusiasm: Possesses ability to stimulate enthusiasm in others particularly during initial call; can successfully call new people and expand into new and unfamiliar territories. A positive 'can do' attitude with energy and a liking for call contact.

Interview Skills: Sharp listening, creative questioning and good note taking skills; can listen rather than just hear.

Persuasiveness: Uses language persuasively and fluently; overcomes objections or hostility diplomatically; can identify small differences between similar items.

Passion: Motivated, high energy level, ability to work independently, looks in front instead of behind, and passion includes servicing and supporting customers.

Interpersonal: Desire constant interaction; utilizes personal social skills to develop relationships; adapts to all personality types; learn to become intimate during contact to succeed.

Intelligence: Can understand the complexities of Retail Automation and its applications; makes customer feel comfortable with their knowledge of the industry, its problems, and our products.
Leadership: Can solve unexpected problems creatively, and sometimes independently.

Planning: Can anticipate problems, meet deadlines, eliminate emergencies and follow-up without follow-up.

Communication and Customer Service: Possesses the ability and skill to maintain appropriate communication with many types of personalities, including those not easy to work with. Has an ability to defuse a hostile situation with tact and professionalism and make clients feels number one. Understands clients have an entirely different priority than providing their undivided attention.

Typing skills of 35+ wpm

Professional business-like appearance

Summary: Recognizes that although many hires are based on industry knowledge and skills, most failures are for behavioral reasons and most successes occur by demonstrating superiority in the traits mentioned above.

Requirements Needed to Perform
Able to investigate possible sales opportunities, develop good rapport on approach, determine and weigh the sales opportunity, probe and listen for hidden or unobvious needs, reveal what those needs are and translate how our solution fills those needs. Maintain rapport and follow-up to insure satisfaction and additional future business. Become knowledgeable of the Restaurant and Retail industries and learn the inherent control problems that exist in those environments. Take notes during calls and coordinate information with multiple departments. Communicate all findings to, and deliver on directions given by VP of Sales.

Physical Requirements
Has good general health with an ability to speak clearly for long periods of time. All outside positions require a valid driver's license with GOOD DRIVING RECORD, with insurance requirements as specified in employee handbook.

Mental Requirements
Has above average intelligence to gain rapport with varied personality types. Able to handle continuous rejection and spring back with energy and enthusiasm. Able to think quickly and react positively. Able to grasp a complex subject accurately during the needs-determination. Strong mental alertness and stamina due to long periods of phone contact. Good writing skills to produce written correspondence. Able to learn, understand and apply technical computer concepts when discussing application solutions.

Availability to Work what Hours
Minimum Monday through Friday, 8 am to 5 pm; as early as 7:30 am during training period in other departments, often later than 5 pm after training period. Able to work the hours that are acceptable to the approach of the potential client, the additional hours required to meet deadlines, and work some evenings and weekends as required, particularly during the first six months of employment. Demand tends to be 'whatever it takes', though most sales activity occurs during normal business hours. Understands that superior results are gained by those willing to invest evenings or weekends to get ahead. Overnight travel may be required to attend training seminars.

Training Needed
A college degree is desired, ideally in Marketing, Business Administration, Computer Science, or Restaurant Management. Continually seeks education in technology and retail/restaurant industry trends through industry periodicals, networking, business associations, and customer contact. Several years of practical, on the job experience in Restaurants or Retail. On-going training in technological advancements and new products entering the market will be required. Training never ends but will be progressive, just as technology is. Sales experience to customers in the Restaurant or Retail industries is a plus. Training period may begin in Service department, receiving incoming support call requests from existing customers and dispatching those requests to the Technical staff. This training exposure helps develop relationships with existing customers that will benefit during future outgoing contact attempts.

Knowledge Needed
Knowledge and understanding of the various personality types and the experience of how best to deal with them. Specific knowledge of the Restaurant or Retail industries. Product knowledge, including software (what it does) and hardware (what the software runs on). Knowledge of PC and other software applications used daily (Word, Excel, ACT). Prior experience calling on the Restaurant or Retail industries valuable.



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