Technical Lab Administrator

The Requirements Team is responsible for design, testing, and deployment of Field Ready Technology Solutions, in coordination with the Home Office and Technology Vendor Partners.

This individual will act as overall Technical Lab Administrator for US Operations hardware, lab, and software management/review. This individual is expected to gain technical and business knowledge used daily within the company.

RESPONSIBILITIES

- Maintains the equipment lab and performs preparation and testing, and support for meetings which require software and hardware.
- Adds hardware components to and/or removes hardware components from specific lab systems, including (but NOT limited to):

(a) Beverage System Simulator Machines;
(b) Tax
(c) Customer Order Displays (CODs)
(d) Kitchen Video System (KVS) Controllers;
(e) Receipt printers (for a variety of purposes, eg receipt, pick list, grill slips, et cetera);
(f) Back Office printers;
(g) Serial hubs;
(h) Universal Power Supply (UPS) devices;
(i) Cash drawers;
(j) Coin dispensers;
(k) Bump bars (both wired and wireless);
(l) PIN Entry Devices (PEDs);
(m) Cashless Appliances;
(n) Network Switches/hubs/Routers;
(o) Dual Point components
- Performs both "on-site" lab upgrades as well as "remote" lab upgrades using MSI packages consisting of WRINBA packages, ISP software, Cashless Appliance loads, PED loads, et cetera.
- Learns and masters new technologies and lab configuration techniques Store Systems evolve to meet future business needs and technology innovations.

Maintains a schedule of current lab systems and usage by team (and, if necessary, by person) and by project.
Maintains a schedule of projected (ie future) lab systems and usage by team (and, if necessary, by person) and by project. - Maintains a detailed inventory (by manufacturer, model number, and serial number) of all hardware components assigned to each lab at a given point in time.
- Requests and orders hardware components for lab systems (both existing and new).
- Maintains and manages a "swap pool" of equipment for quick break/fix resolution in the lab.
- Provides general lab assistance - in a courteous and professional manner - to all SMEs, managers, directors, and/or others who may have a need to use lab systems within the Equipment lab.
- Creates and maintains documents such as day to day job responsibilities, hardware and software training and step by step process documentation.
- Defect Management - Responsible for performing tests on applications or hardware to isolate and analyze issues to understand impact to users. Summarizes results in a clear concise manner.

EXPECTATIONS
COMMMUNICATES EFFECTIVELY AND CANDIDLY
(1) Expresses complex ideas and positions in a clear, concise and timely manner.
(2) Listens and asks clarifying questions to understand others' point of view and identify issues.
(3) Communicates in a way that demonstrates respect for individual differences.
(4) Encourages others to express their views openly, even if they are contrary to the majority viewpoint.

PUTS THE CUSTOMER FIRST
(1) Anticipates customer concerns and takes initiative to proactively resolve issues.
(2) Solicits feedback proactively to identify ways to improve service or products.
(3) Ensure direct reports (or projects and initiatives, if in an individual contributor role) are focused on meeting customer needs.

LEADS CHANGE AND INNOVATION
(1) Investigates and adopts best practices from both within and outside of the organization.
(2) Adapts both quickly and resourcefully to shifting priorities.
(3) Helps others adapt in the face of resistance.
(4) Challenges past assumptions to ensure that processes and outcomes are continuously improved.
(5) Generates innovative approaches to own work.

BUILDS AND LEVERAGES TALENT
(1) Actively seeks out opportunities to coach and develop others.
(2) Identifies and takes action to resolve performance problems of direct reports and/or members of team (if in an individual contributor role).
(3) Celebrates and/or rewards the significant achievements of others.
(4) Helps team members recognize the business value of a diverse workforce.

PLANS AND ACTS STRATEGICALLY
(1) Directs others by clarifying the broader purpose and mission of their work.
(2) Demonstrates understanding of how own group's performance impacts overall business.
(3) Creates strategies to balance day-to-day activities with long-range business plans.
(4) Develops and monitors plans for executing projects on time and within budget.
(5) Considers industry, market, and other internal and external business factors when making decisions.
(6) Applies a global perspective to their work.

ACHIEVES THROUGH TEAMWORK
(1) Invites and builds upon the diverse ideas and input of others.
(2) Embraces team decisions, even when they differ from own position.
(3) Recognizes the contributions and uniqueness of each individual on the team.
(4) Encourages people to draw on others' diverse strengths and experience to work together effectively, within and across teams.
(5) Addresses and resolves conflict directly and constructively, focusing on issues and facts rather than people.

LEADS THROUGH INFLUENCE
(1) Finds ways to incorporate others' best thinking into solutions.
(2) Builds diverse networks throughout the organization to enhance personal influence.
(3) Develops and presents a compelling case for change to gain commitment from others.
(4) Asserts own position with confidence and enthusiasm.
(5) Works with others to identify barriers and potential solutions.

EXECUTES FOR RESULTS
(1) Sets high performance standards with clear expectations for self and others.
(2) Monitors progress of others and redirects efforts when goals change, are not met, or are no longer relevant.
(3) Identifies action steps needed to accomplish team or work group objectives.
(4) Uses metrics and data to anticipate and address issues so that progress towards goals is not disrupted.
(5) Puts in extra effort and work to accomplish critical or difficult tasks.
(6) Removes obstacles to accomplishing goals.
(7) Identifies resources (eg, budget, people) needed to accomplish objectives.
(8) Upholds all Standards of Business Conduct.

SKILLS
Must have a working knowledge of how to configure specific components of Store Systems platforms, including (but not limited to):
(a) POS (Point-of-Sale) registers;
(b) POS Servers;
(c) Back Office Servers (BOS);
(d) Cashless Appliance;
(e) PIN Entry Devices (PED);
(f) Network Connectivity;
(g) Internet Connectivity;
(h) Cashless Connectivity (for both Current Generation Cashless and Next Generation Cashless).

Must possess knowledge of which hardware platforms are compatible and/or not compatible with specific Store Systems releases (eg Verifone Omni7000 PEDs are NOT compatible with an NGC system, IBM X200s are NOT compatible ISP platforms for Store Systems 6.5, et cetera).
Must be proficient with how to use, configure, and troubleshoot issues within the Windows XP, Windows XPE, Windows Server. Ability to work in changing environment and quickly reprioritize job responsibilities as needed required.

The successful applicant will need to be viewed as a thought partner, a collaborator, and a key team player whose role is pivotal to the success of our department's goals. This expectation elevates this role from that of an individual contributor to that of a leader. As such, this must be a person who embraces and exemplifies the leadership competencies listed below to ensure effective partnerships with other employees and success in our unique culture.

The applicant must be a true team player and be able to demonstrate this through actions and performance.

Synectics is an Equal Opportunity Employer.