Applebee's Restaurant Systems Manager

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Company Background – Flynn Group
Founded by Chairman and CEO Greg Flynn in 1999, Flynn Group LP (formerly Flynn Restaurant Group) is the largest franchise operator in the world, and the third largest operator of restaurants, after only Starbucks and Chipotle, in the United States. Flynn Group owns and operates more than 2,600 restaurants and fitness clubs across Applebee’s, Arby’s, Taco Bell, Panera, Pizza Hut, Wendy’s, and Planet Fitness brands spanning 44 states, and Australia, generating $4.6 billion in sales and employing more than 75,000 people.

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Position Description

The Operations/POS Support Team is accountable for the continuity of the computer services for the field user utilizing 600+ terminals, 110+ BOH Servers and more than 20 software application products. In order to meet this accountability, the POS Support Team must research software products for applicability to the operational environment, install appropriate products, and work closely with vendor personnel to ensure continuity of service.

The software products supported by the POS Support Team include Windows Operating Systems, Microsoft Office Suite, POS software, in-house developed applications, off-the-shelf applications and communication software.

The duties of the Restaurant Systems Manager include the first‑level hardware support and POS software support for Units within a Flynn Applebee’s Market; currently we have units located in 23 states. The Restaurant Systems Manager will also be the first‑level hardware and software support contact for Remote Users in that Market (approximately 6+ Users). Individual must maintain detailed knowledge of Microsoft Windows Operating Systems and Office as well as PC related Hardware.

As a member of the Operations/POS Support Team, you will be actively involved in testing new POS Hardware and Software upgrades for the Units.

• Manage response to customer issues.
• Install PCs, laptops, printers and related hardware. Investigate hardware problems and perform all system hardware repairs as necessary. Perform advanced diagnostic testing. Major problems or repairs are directed to outside vendors as necessary.
• Install and configure new restaurant hardware. Review, monitor and upgrade existing restaurant systems. Determine user specifications for hardware and software. Purchase or install custom software to meet user needs.
• Assist the Network Administrator/POS Manager in testing application software such as VPN connectivity and router installations. Assist in documentation of software settings.
• Install and build security systems. Install new televisions or other electronic devices the Market President may add.

• Assist in Credit Card Software testing, verify hardware compatibility.
• Document hardware settings as necessary.

• Provide 1st‑level support for Flynn Applebee’s applications to unit managers as necessary.
• Maintain knowledge of unit closing routines.
• Report database problems to the developers and follow up on solutions.

• Maintain and monitor stocking levels for spare equipment and supplies.
• Order supplies to maintain a par set by the POS Manager.
• Follow up on warranties and repairs done by vendors.
• Track and monitor status of assigned tasks.
• Process invoices for stock and supplies.

• Take all first‑level help desk calls from the AI Help Desk for hardware issues. Distribute second‑level help desk calls to the appropriate personnel, i.e., POS Manager, Network Administrator or Application Developers.
• Contact AI Help Desk or vendor software support help desks when units are dissatisfied with service to achieve resolution.

• Install PCs and related hardware. Investigate hardware problems and perform minor system hardware repairs. Perform basic diagnostic testing.
• Repair POS equipment—repair and replace components such as hard drives, cooling fans, power supplies, etc.
• Basic LAN/WAN knowledge—CAT5 wiring,…