Technology Manager

Job Description

In this position, you will work with client Partners to accomplish their business and operational goals through implementation and issue resolution. You will provide technical support for Serving Intel’s leading POS (Point of Sale) and related transaction management solutions for the Senior Living and Hospitality sectors while maintaining the high-quality standards and integrity of Serving Intel. This virtual position includes spending approximately 50% of your time interacting on-site with clients as required to support installations.

This role will be critical to accomplishing Serving Intel’s aggressive growth objectives through new software product development implementations and total compensation package will include long term equity appreciation through participation in the Employee Stock Ownership Plan (ESOP).

• Support the roll‑out of new applications and internal strategic products.
• Manage new projects, on‑site installation, training, and system tailoring to meet partner business needs.
• Develop a base level knowledge of all software, hardware, & integrations offered by Serving Intel. In addition to this base level knowledge Technology Managers will be expected to become a subject matter expert on one or more of our internally developed strategic products.
• Report to the Program Manager on new site installations while collaborating with the Vice President of Service (dotted‑line reporting relationship).
• Provide timely and accurate customer feedback.
• Provide support in the form of procedural documentation.
• (Over time) Service existing accounts within Service Level Agreements (SLAs) by troubleshooting any tickets/issues escalated to Level II service and assigned to them as part of the Technology Manager Group. They will be responsible for maintaining consistent partner communications from the initial issue discovery through resolution or escalation to Level III service as required.
• (Over time) Collaborate with the Account Manager to develop and control project deadlines for the installation of any add‑on sales.
• (Over time) Manage multiple tickets at any one time based on prioritization and fulfillment of resolution SLA objectives.

• Represent Serving Intel in all interactions with distinction through integrity and accountability.
• Effectively plan and execute installation projects in coordination with the Program Manager.
• Communicate consistently and effectively with clients and staff in verbal and written forums.
• Document all key issues and actions promptly in CRM (Customer Relationship Management) system (Connect Wise) including client installation documents consistent with company standard operating procedures.
• Actively participate in team meetings and collaboration forums to elevate the team’s effectiveness.

• Attention to Detail — The ability to maintain focus and attention on minute details and finer points of one’s work
• Planning/Organizing/Prioritizing — The ability to coordinate work activities, establish priorities, and obtain resources to ensure that objectives are accomplished on time.
• Problem Sensitivity — The ability to recognize or identify the existence of problems. This involves both the recognition of the problem, and the elements of the problem.
• Problem Solving — The ability to identify problems, identify relevant information from different sources, gather information through effective research methods and identify effective solutions to business related problems.
• Customer Service Orientation — The ability to determine the market and client requirements as a part of developing and maintaining long‑term internal and external customer satisfaction.
• Social Sophistication/Perceptiveness — The ability to determine the proper way to act or speak in each situation and modify one’s behavior accordingly. This includes the skill of focusing on the interests of others and sensing what a situation demands.
• Decision-Making — The ability to evaluate multiple courses of action, weigh potential consequences and logically determine the best course of action based on careful consideration.
• Responsibility — The ability to assume responsibility for all facets of one’s job and life. This includes attributing positive and negative results to oneself, rather than external sources (i.e., good luck, economic downturn, etc.).

• Minimum three years’ experience with hardware and software systems support including installation, maintenance, and repair preferably in the hospitality POS industry.
• Demonstrated technical troubleshooting skills.
• Outstanding research skills.
• Exceptional verbal and written communication skills.
• Passion for customer service and satisfaction.
• Familiarity with remote access programs and cloud database technology, preferably SQL.
• Experience with Customer Relationship Management (CRM) software.
• Availability for periodic evening hours.
• Ability to travel up to 50%.