Field Implementation Technician

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Bready* to make a change?

Toast is looking for self-motivated individuals who want to be part of a team that is transforming the way restaurants operate.  You will be involved in working with Toast’s restaurant customers to set up the Toast system, train restaurant staff, build a relationship with our customers, and ensure they are successful.  We are looking for candidates that like mobile technology, have experience in the restaurant industry, can communicate effectively, and are creative problem solvers.  At Toast, we move fast and have a lot of opportunities for career growth, so if you’re passionate about your work and want to be in a fun and growing industry join us! You will be helping Toast to grow our business across the US and internationally.

 

About this roll*: 

• Learn the Toast POS system and become a product expert
• Install & configure Toast hardware and networking devices including terminals, handhelds, printers, and other peripherals.  Networking knowledge is a plus!
• Collaborate with internal Toast teams to find diverse business solutions that will make a restaurant THRIVE  
• Conduct restaurant operation consultation and training sessions with all restaurants stakeholders to optimize Toast POS for their positions and operations
• Maintain and document implementation plans and network diagrams
• Test / troubleshoot unknown networking problems
• Terminate Ethernet cables if needed
• The ideal candidate will have flexibility with hours and the ability to work early mornings, nights, and weekends as needed.

 

Breakdown:

• Implementation (75%) - The primary function of the role is to be the on-site (or remote) point of contact for our customers.  This may include working with our Account Executives to assist with documenting operational needs and building accurate quotes.  Conducting Site Surveys to ensure customers understand the physical and network requirements before installation.  Completing the installation of our hardware and networking equipment. Training owners, managers, FOH & BOH teams on leveraging Toast to accomplish their specific needs of the Toast platform. Conduct on-site or remote support on or after their Activation dates.  

 

• Internal best practices documentation and enablement (10%) - As Toast scales its international presence, the Field Implementation Technicians (FITs) are responsible for documenting country-specific best practices and nuances, in particular calling out where the process deviates from the US customer base (for eg. all menus in Ireland are tax-inclusive, and tax is called VAT). They will also be responsible for training and ramping up new FITs and regional contracting partners.

 

• Post Live Relationship Management (15%) - As the client is transitioned over into the post-onboarding phase of the customer journey, the FIT is expected to ensure this transition goes smoothly and therefore is available for remote Go-live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training. Given that we are in the early days of international onboarding, this role will spend more time on post-live support than US counterparts, including site visits with the product team where necessary.  This also may require some after-hours support for equipment break-fix in the field.

 

Do you have the right ingredients*? 

• Excellent communication skills and ability to present in front of customers.
• 1-3 years of restaurant industry experience is highly desired
• Familiarity with networking concepts and hardware
• Demonstrates attention to detail and strong organization skills
• Ability to problem solve/troubleshoot in a timely manner
• Ability to think creatively and p