Restaurant Systems Manager

Company Background

Greg Flynn, Chairman and Chief Executive Officer, founded Flynn Restaurant Group (FRG) in 1999 as the owner and operator of eight Applebee’s in Washington State. Over the next 16 years, Greg strategically charted the course of the business to develop and acquire more than 750 restaurants that together represent $1.7 billion in sales.

While the initial focus was on growing within the Applebee’s system, the company gradually branched out into other brands first adding Taco Bell in 2013 followed by Panera in 2015 where it was first new franchise admitted into the system in over 10 years.

Today, through its three wholly-owned subsidiaries, Apple American Group, Bell American, and Pan American, the company owns and operates over 480 Applebee's, 280 Taco Bells, and 130 Paneras directly employing 40,000 people in 28 states. Combined this makes FRG the largest restaurant franchise brand, and one of the 50 largest foodservice companies in the United States.

The company proudly stands by Greg’s operating philosophy to provide friendly service, cultivate customer loyalty and make sure each guest has a quality experience. This mindset permeates all aspects of the business and has helped to establish a highly inclusive and collaborative culture – the team has a sense of pride and a deep connection with the company’s mission and success.

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 Restaurant Group Support Center

The corporate office of Flynn Restaurant Group, also known as the Support Center, employs over 100 people in nine departments. Located just minutes south of Cleveland, OH in Independence, the Support Center directly supports nearly 40,000 employees within all three brands of Flynn Restaurant Group. Working as a cohesive unit, the Support Center helps to implement and support the initiatives established by the operations team and other key decision-makers. The Support Center is managed by FRG’s Chief Improvement Officer, Ron Bellamy, as well as the strategic leaders of HR, IT, Real Estate, Accounting and Finance, and Purchasing.

Position Description

The Operations/POS Support Team is accountable for the continuity of the computer services for the field user utilizing 4000+ 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 Coaches, Market President, Human Resource Generalist, Marketing.).

• Ability to manage appropriate response to customer issues.
• Escalate issues to Technology Manager, RSM Manager, or Network Administrator.
• 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 Network Administrator, System Support Manager, and POS Manager in testing Application Software such as VPN connectivity and router installations. Assist Network Administrator in documentation of software settings.

BAG Related Software Support

Provide Support on all BAG Custom Applications

• Provide 1st level support for BAG Applications to the unit managers as necessary
• Maintain knowledge of Unit closing routines.
• Report database problems to the Developers and follow up on solutions

Inventory

Individual will be responsible for maintaining a monthly and yearly Inventory.

• Maintain and monitor stocking levels for spare equipment, spare parts, and supplies.
• Work with responsible AD and market accountant to maintain inventory levels.
• Follow up on warranties and repairs of faulty equipment.

Restaurant Openings & Remodels

Responsible for maintaining restaurant openings checklist

• Track and Monitor status of assigned tasks
• Process invoices for stock and supplies

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.

• Replace defective Phones
• Troubleshoot internal wiring.

Audio

Individual is responsible for maintaining Audio Equipment

• Replace defective Audio Equipment

Help Desk Support

Takes all 1st level help desk calls from the Taco Bell Help Desk for Hardware issues. Will distribute 2nd level help desk calls to the appropriate personnel, i.e., Restaurant Technology Manager, RSM Manager, Network Administrator, or Application Developers.

• Contact Taco Bell Help Desk or Vendor Software Support Help Desks when units are dissatisfied with service to achieve resolution
• Close tickets upon resolution.
• Follow up with reoccurring issues to resolution.
• Report reoccurring issues to Restaurant Technology Manager, RSM Manager, and Network Administrator.
• 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 – CAT5 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)

Networking Equipment

Individual will maintain, troubleshoot and install the networking equipment in the office

• Must maintain knowledge and understanding of all Comcast equipment including switch, and router.
• 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.

POS Software (eRestaurant, XPIENT)

Individual will need 1st level knowledge of the POS software.