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. More information is available at www.flynn.com.
Company Background – Flynn Applebee's
Flynn Group | Applebee’s owns and operates over 440 Applebee’s Neighborhood Grill and Bar restaurants in 23 states. With annualized sales of over $1.3B and over 21,000 employees, Flynn Group | Applebee’s is the largest franchisee in the Applebee’s system, and the largest U.S. casual dining franchisee. Flynn Group | Applebee’s is a part of Flynn Group, the largest franchise operator in the world, and the third largest operator of restaurants, after only Starbucks and Chipotle, in the United States. More information is available at www.flynn.com/applebees.
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 1st 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 1st 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.
Essential Duties and Responsibilities
REMOTE USER SUPPORT
Individual is 1st line of contact for Applebee’s Help Desk. Has specialized hardware and operating system knowledge. Includes understanding of network protocols and the ability to configure devices for network connectivity.
- Ability to manage appropriate response to customer issues.
- Installs PC's, Laptops, Printers and related hardware. Investigates hardware problems and performs all system hardware repairs as necessary. Performs advanced diagnostic testing. Major problems or repairs are directed to outside vendors as necessary. This requires detailed knowledge of PC hardware installation, repair, testing, and troubleshooting.
- Installs and configures new restaurant hardware. Also responsible for reviewing, monitoring and upgrading existing restaurant systems. Determines user specifications for hardware and software. Purchases or installs custom software to meet user needs. Installs new, and maintains existing hardware and software.
- Assist the Network Administrator/POS Manager in testing Application Software such as VPN connectivity and router installations. Assist Network Administrator in documentation of software settings.
- Installation and building of security systems.
- Installation of new televisions or other electronic devices the Market President may add.
POS / CREDIT CARD
Ability to oversee and assist in hardware installations with Applebee's IT and A.I.I. Help Desk. Must maintain knowledge and understanding of POS Menu Files for each market Credit Card Software
- Assist in Credit Card Software Testing, verify Hardware compatibility
- Document hardware settings as necessary
APPLEBEE'S RELATED SOFTWARE SUPPORT
Provide Support on all Flynn Applebee's Custom Applications
- Provide 1st level support for Flynn Applebee's Applications to the unit managers as necessary
- Maintain knowledge of Unit closing routines.
- Report database problems to the Developers and follow up on solutions
RESTAURANT OPENINGS & REMODELS
Responsible for maintaining restaurant openings checklist
- 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 (such as printers)
- Track and Monitor status of assigned tasks
- Process invoices for stock and supplies
HELP DESK SUPPORT
Takes all 1st level help desk calls from the AII Help Desk for Hardware issues. Will distribute 2nd level help desk calls to the appropriate personnel, i.e., POS Manager, Network Administrator or Application Developers.
- Contact A.I.I. Help Desk or Vendor Software Support Help Desks when units are dissatisfied with service to achieve resolution
POS HARDWARE KNOWLEDGE
Has entry level hardware knowledge. Includes understanding of POS Hardware, BOH Server Hardware and Internet Connectivity Hardware.
- Installs PC's and related hardware. Investigates hardware problems and performs minor system hardware repairs. Performs basic diagnostic testing. Major problems or repairs are directed to outside vendors as necessary. This requires basic knowledge of PC hardware installation, repair, testing, and troubleshooting.
- PC Repair and POS Equipment repair – repair and replacement of components such as hard drives, cooling fans, power supplies etc.
- Basic LAN/WAN knowledge – CAT5 wiring, 802.11 technology, testing, and troubleshooting.
DUTY COVERAGE
- Must be on call during business hours.
- Work with Market Leader and Support Team to cover days off and vacation time.
- Flexible schedule that will vary weekly depending on special projects or equipment down. Hours may vary from week to week – 30 hours one week to 50+ another.
- Must be available for high priority on site visits while the restaurants are staffed.
- Must have the ability to work overnight and early morning hours as needed for the business.
TRAVEL REQUIREMENTS
- Must be available for travel within the Market and to the Support Center or other locations for Training.
- Must provide own vehicle with insurance and will receive a monthly auto allowance.
Education and Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong knowledge and experience with restaurant operations as well as a good working knowledge of POS systems.
- Must be at an intermediate user level with Microsoft Office Products.
- Must be a good communicator.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Well organized with ability to multitask.
CERTIFICATES, LICENSES, REGISTRATIONS
- A+ Certification is a plus
- Dell Certified Technician is a plus
- Microsoft Office Specialist Certification is a plus
- Microsoft Certified Desktop Support Technicians (MCDSTs) is a plus
Perks for our employees:
- Competitive salary
- Health insurance
- 401(k)
- Vacation
- Development opportunities
Physical Standards:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical requirements include but are not limited to:
- Must be able to lift up to 50 pounds.
- Ability to stand for long periods of time.
- Should be able to maneuver and navigate ladders.
- Ability to work in dark, cramped spaces when needed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is responsible for performing the essential responsibilities of this position with or without reasonable accommodation. The employee should notify Flynn Applebee's of any reasonable accommodation requests and may need to provide supporting medical documentation. This job description may not list all duties for this position and the employee in this position may be required to perform other duties to meet business needs. Flynn Applebee's reserves the right to revise this job description at any time. This job description is not a contract for employment, and either the associate or Flynn Applebee's may terminate employment at any time.
Why Work for Flynn Applebee's?
Flynn Applebee's is a growing franchise that offers stability, opportunity for advancement as well as a great environment, training and benefits. We are committed to helping each employee work and live to his or her fullest potential.
