Operations Specialist - Point of Sale (POS)

B a s e d i n B r a i n t r e e , L o l l y i s a l e a d i n g s o f t w a r e a n d t e c h n o l o g y f i r m i n t h e h o s p i t a l i t y s e c t o r p r o d u c i n g a w i d e r a n g e o f s t a t e – o f – t h e – a r t t e c h n o l o g y s o l u t i o n s i n c l u d i n g r o b o t w a i t e r s , f a c i a l v e r i f i c a t i o n , m o b i l e a p p s , E P o S , a n d p a y m e n t s o l u t i o n s . O u r m i s s i o n i s t o m a k e t e c h n o l o g y s i m p l e , b y i m p l e m e n t i n g t h e b e s t s o l u t i o n , i n c o r p o r a t i n g t h e m o s t r e l i a b l e i n t u i t i v e t e c h n o l o g y a n d t o f o l l o w t h i s w i t h f i r s t c l a s s a f t e r – s a l e s c u s t o m e r c a r e . W e e x i s t t o c r e a t e a t e c h n o l o g y h u b f o r n o w a n d i n t h e f u t u r e .

Position Overview

Reporting to the Head of Operations, as an Operations Specialist specialising in the Point of Sale (POS) industry, you will play a pivotal role in ensuring the seamless provisioning, maintenance, and support of POS systems across our network. Your responsibilities will encompass managing assets, coordinating installations, resolving issues, handling RMAs (Return Merchandise Authorizations), maintaining vendor relationships, and configuring payment devices. This position offers an exciting opportunity to work in a dynamic environment at the forefront of technology.

Key Responsibilities

• Coordinate the setup and configuration of POS hardware and software according to client specifications.
• Ensure timely delivery and installation of POS systems, adhering to project timelines and quality standards.
• Collaborate with internal teams to streamline provisioning processes and optimize resource utilisation.
• Maintain accurate records of POS hardware and software inventory, including serial numbers, locations, and configurations.
• Implement asset tracking systems and procedures to monitor the movement and usage of POS assets.
• Conduct periodic audits to reconcile inventory records and identify discrepancies or opportunities for optimization.
• Serve as the primary point of contact for troubleshooting and resolving issues related to POS installations, configurations, and functionality.
• Investigate reported incidents, diagnose root causes, and implement corrective actions to restore service levels promptly.
• Collaborate with technical support teams and vendors to elevate and resolve complex issues requiring specialized expertise.
• Initiate and manage the RMA process for defective or malfunctioning POS hardware components, ensuring timely replacement and resolution.
• Liaise with suppliers and manufacturers to coordinate RMA requests, track shipment status, and verify warranty coverage.
• Establish and maintain effective communication channels with suppliers, vendors, and third-party service providers.
• Collaborate with vendors to address product issues, negotiate terms, and ensure timely delivery of goods and services.
• Function as a liaison between the company and external stakeholders to facilitate smooth operations and resolve issues proactively.
• Configure and deploy payment devices, such as card readers and terminals, in accordance with industry standards and security protocols.
• Collaborate with payment service providers to implement device configurations, troubleshoot connectivity issues, and ensure compliance with regulatory requirements.
• Test and validate payment device configurations to ensure seamless integration with POS systems and merchant services.

Skills Required

• Technical Proficiency: Understanding of POS hardware, software, and related technologies such as barcode scanners, card readers, and printers.
• Software Knowledge: Proficiency in POS software systems and platforms, including the ability to troubleshoot issues and optimize system performance.
• Data Analysis: Ability to analyse sales data, transaction trends, and inventory levels to identify opportunities for improvement and cost savings.
• Problem‑Solving Skills: Capacity to quickly diagnose and resolve technical issues with POS systems and equipment, ensuring minimal disruption to operations.
• Attention to Detail: Accuracy is crucial in managing transactions, inventory, and financial records within the POS system.
• Communication Skills: Effective communication with both technical and non‑technical stakeholders, including customers, vendors, and internal teams, to address issues and implement solutions.
• Project Management: Ability to plan, organise, and execute POS system installations, upgrades, and other projects within specified timelines and budgets.
• Training and Support: Providing training to staff on POS system usage, troubleshooting techniques, and best practices to ensure smooth operations.
• Vendor Management: Consulting with POS system vendors and service providers to coordinate maintenance, repairs, and system upgrades.
• Compliance Knowledge: Understanding of relevant industry regulations and compliance standards, such as PCI DSS (Payment Card Industry Data Security Standard), to ensure data security and regulatory compliance.
• Inventory Management: Familiarity with inventory control principles and practices to optimise stock levels, minimise shrinkage, and maximise profitability.
• Customer Service Orientation: Ability to provide excellent customer service, resolving inquiries and complaints related to POS systems and transactions promptly and professionally.
• Adaptability: Flexibility to adapt to changing technology, business processes, and industry trends in the dynamic POS environment.
• Teamwork: Collaboration with cross‑functional teams, including sales, marketing, finance, and IT, to achieve organisational objectives and drive business growth.
• Time Management: Efficiently managing multiple tasks and priorities in a demanding environment to meet deadlines and deliver results.