Onsite Support and Installation Team Leader

Key Responsibilities

Leadership & Team Management

• Lead, supervise, and coordinate the daily activities of the onsite support and installation team.
• Allocate tasks and manage technician schedules to ensure timely and efficient deployments.
• Provide ongoing coaching, mentoring, and technical training to team members.
• Conduct regular team meetings to review performance, share updates, and address challenges.

Technical Oversight

• Ensure all installations and support activities meet internal quality standards and client expectations.
• Provide hands-on support for complex or escalated technical issues, both onsite and remotely.
• Review and approve installation plans, technical configurations, and service documentation.
• Stay current with industry trends, especially in POS technologies, and ensure team readiness through continuous learning.

Operational Coordination

• Collaborate with project managers, account managers, and sales teams to plan and execute client deployments.
• Coordinate logistics related to hardware delivery, software licensing, and site readiness.
• Maintain accurate documentation across installations, service tickets, and client communications.

Client Relationship Management

• Serve as the senior point of contact during key client installations and support engagements.
• Manage escalations professionally and ensure timely resolutions aligned with SLAs.
• Capture client feedback and relay actionable insights to internal teams to drive continuous improvement.

Quality Assurance & Reporting

• Conduct quality checks to ensure all installations and support visits meet standards.
• Monitor KPIs such as resolution time, response rates, and customer satisfaction scores.
• Prepare and present performance and operational reports to senior leadership.

Compliance & Safety

• Ensure all onsite activities comply with data security standards and payment industry regulations.
• Uphold health and safety standards during installations, including proper handling of electrical and network equipment.

Skills & Competencies Required

• Proven leadership experience managing technical or field-based teams.
• Strong technical knowledge of POS systems, especially in hospitality and restaurant environments.
• Excellent interpersonal, communication, and conflict resolution skills.
• Ability to manage multiple projects and priorities under pressure.
• Familiarity with CRM and ticketing platforms (e.g., Zendesk, Freshdesk).