Field Implementation Technician I

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. 

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 internationally.

About this roll* (Responsibilities) 

• Learn the Toast POS system and become a product expert.
• Install & configure Toast hardware and networking devices including terminals, handhelds, printers, and other peripherals.  
• 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 restaurant stakeholders to optimise 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.

Do you have the right ingredients*? (Requirements)

• The ideal candidate will have flexibility with hours and the ability to work early mornings and nights. Weekend hours could also be required on an ad-hoc basis depending on customer needs.
• Excellent communication skills and ability to present in front of customers.
• Demonstrates attention to detail and strong organization skills.
• Ability to problem solve/troubleshoot in a timely manner.
• Ability to think creatively and provide service-oriented solution recommendations that exceed customer expectations.
• Adaptability, strong work ethic, and professionalism during challenging situations.
• This role will require travel within your local area and could include up to 100% travel.

Breakdown:

• Implementation (75%) - The primary function of the Field Implementation Technicians is to be the on-site (or remote) point of contact for our customers.  This may include working with our Account Executives and 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. 

Special Sauce* (Nice to Haves)

• Networking knowledge is a plus!
• 1-3 years of restaurant industry experience is highly desired

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required