Company Background
Flynn Group was started in 1999 as the owner and operator of eight Applebee's in Washington State.
Since then the company has grown at over 30% a year, added five additional leading brands in Taco Bell, Panera, Arby's, Pizza Hut, and Wendy's, and has become the largest restaurant franchise and one of top 20 largest foodservice companies in the United States.
Today, through its six wholly-owned subsidiaries, Apple American Group, Bell American, Pan American, RB American, Hut American and Wend American Group, FRG owns and operates over 440 Applebee's, 280 Taco Bells, 130 Panera cafes, 360 Arby's, 930 Pizza Huts, and 190 Wendy's representing $3.5 Billion in Sales and directly employing almost 73,000 people in 44 states.
Going forward the company plans to continue its aggressive growth by building and acquiring additional restaurants as well as opportunistically expanding into other brands and businesses.
Flynn Group Support Center
Our mission at the Support Center is clear - we provide ever improving support to enable our operators to focus on running premier restaurants.
We value our 200+ team members and are committed to setting clear expectations, rewarding and appreciating their contributions and helping them reach their full potential.
We look for people to join our team who think beyond themselves and consider the overall business, that want to "Own it" and take a "Whatever it Takes" attitude in all they do.
Position Description
The Operations/POS Support Team is accountable for the continuity of the computer services for the field user utilizing 4,000+ terminals, 850+ BOH Servers, 1,200+ PC's, 500+ tablet devices 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, proprietary POS software, in-house developed applications, and off-the-shelf applications.
Essential responsibilities will include:
Remote User Support
Individual is 1st line of contact for supporting the markets support users (i.e. Area Directors, Market President, Human Resource Generalist, and Marketing).
• Ability to manage appropriate response to customer issues.
• Escalate issues to appropriate service desk for support.
• 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.
• Assist the Flynn and Panera Network Teams in testing Application Software such as new OS installs and router installations.
Inventory
Individual will be responsible for maintaining a monthly and yearly Inventory.
• Maintain and monitor stocking levels for spare equipment, spare parts, and supplies.
• Quarterly inventory reporting to Erin McGuire
• Follow up on warranties and repairs of faulty equipment.
Restaurant Openings & Remodels
Responsible for maintaining restaurant openings checklist
• Responsible for IT portion of the installation for new cafes.
• First day onsite support for any unforeseen issues.
Security Cameras
Individual is responsible for maintaining Restaurant CCTV equipment.
• Replace defective Cameras
• Add camera's based on store and market needs.
• Maintain Hardware tracking list
• Install CCTV Equipment in New Restaurant Openings.
Phones System
Individual is responsible for maintaining In house telephone system.
• 8x8 VOIP
• Replace defective Phones
• Troubleshoot
Audio
Individual is responsible for maintaining Audio Equipment
• Troubleshoot or replace defective Audio Equipment.
• Escalate needed issues to a third-party A/V vendor when necessary.
• Troubleshoot and maintain Rockbot and related issues.
Help Desk Support
Takes all 1st level help desk calls from the Panera Help Desk for Hardware issues. Will distribute 2nd level help desk calls to the appropriate personnel, i.e., System Support Manager, POS Manager, Network Administrator, or Application Developers.
• Contact Panera Help Desk or Vendor Software Support Help Desks when support is needed.
• Use FSM as a resource and tool according to determined standard.
• Follow up with reoccurring issues to resolution.
• Report reoccurring issues to Restaurant Technology Manager.
• Maintain knowledge of "Down Hard" procedures.
• Communicate with operations Estimated Time of Repair (ETR)
POS Hardware
Has entry level hardware knowledge. This 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, LCD screens, touch screens, etc.
• Basic LAN/WAN knowledge - CAT6 wiring, 802.11 technologies, 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.
• Communicate with operations Estimated Time of Repair (ETR).
Tech Stack
Individual will maintain, troubleshoot and install the tech stack in the office
• Must maintain knowledge and understanding of all equipment associated with the tech stack.
• Follow technical drawings to meet Panera specs for wiring and setup of all associated equipment.
• Understanding of advanced networking equipment and blade servers mounted in the stack.
• Maintain equipment cleanliness with regular preventative maintenance.
POS Software (iPOS)
Individual will need 1st level knowledge of the POS software.
• Must maintain knowledge and understanding of POS software and programs.
Drive Thru
Individual will need 1st level knowledge of the drive thru software and equipment.
• Ability to troubleshoot the OCB (order confirmation board) and Drive Timer.
• Troubleshoot and work with vendors to solve issues occurring with the Loop Vehicle Detection.
• Understanding of HME Bluetooth headsets (Commercial Electronics is our vendor)
• Document hardware settings as necessary
Café Laptop
• Must be able to troubleshoot café laptop e.
Duty Coverage
• Must be on call 24 x 7
• 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.
• Communicate with operations Estimated Time of Repair (ETR)
Travel Requirements
• Must be available for travel within the Market and to the Support Center or other locations for Training.
Desired Skills and Experience
• Strong knowledge and experience with restaurant operations as well as a good working knowledge of POS systems.
• Must be a good communicator.
• Strong problem-solving skills.
• Ability to work with minimal supervision and be a "self-starter".
• Strong attention to organization and detail.
Why Work for Flynn?
Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:
• Medical / Dental Vision
• Retirement and Savings Plan
• Short and Long Term Disability
• Basic Life Insurance
• Voluntary Life Insurance
• Tuition Reimbursement
• Paid Time Off
• Flexible Work Schedules
• Company Outings
• Dining Discounts
• PC/Laptop Assistances
• On-Site Fitness Center
• On-Site Daycare
• On site Cafe
• FUN Work Environment!
The Flynn Group is an Equal Opportunity Employer
