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Job Description
The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. Swiftly identify root causes and pinpoint vital improvements to enhance technology performance, reducing reliance on help desk support.
The US Restaurant Technology Product Response Manager will:
Supervise the critical issue of incidents within the core product group, coordinating resolutions with extended support teams
Analyze and supervise data and metrics to pinpoint incident trends, collaborating with product teams to resolve root causes effectively
Participate in Major Incident Management (MIM) as incidents arise, relaying key information to Support and Technology collaborators
Key customers include multi-functional teams within US Technology, Field Offices, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers
Core Responsibilities:
Provide full support and guidance for problems and questions of a core product group; serve as authority for these products while representing the Support team as updates and new deployments are initiated
Collaborate with multi-functional teams to advance and resolve sophisticated issues promptly
Proactively identify trends and potential areas for improvement to enhance customer satisfaction
Cross-train in all Support product areas to effectively provide backup to other team members as needed
Serve as lead product point of contact and champion positive and collaborative unions teams
Facilitate the resolution of support related incidents from the field, Home Office, and Operators and the Help Desk Vendors
Analyze and supervise data and metrics around ticket incidents, time to resolution, issue frequency, and field technology partner incident resolution
Identify incident trends and advance to the Support Solutions team for root cause resolution in order to minimize future need for help desk support
Serve as the point of contact for Support during a Major Incident Management (MIM) and lead process and involved parties to fast resolution
Provide critical information to key partners during system outages or other high-priority incidents whenever required, even during non-standard business hours
Maintain involvement in product enhancement and new deployments with the product teams within core assigned group, collecting key information and being the voice and advocate for the Support team
Build strong relationships and teamwork through effective communication between teams within US Technology, Global Technology and vendors
Identify knowledge gaps in materials vendors apply
Deliver the best possible Owner/Operator and restaurant crew experience with US Technology products & services by understanding restaurant needs, difficulties, and goals
Provide status updates on incidents to management and key collaborators