Foodhub
Field Support Technician
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About Us
Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.
From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.
Role: Field Support Technician
As a Field Support Technician, you will be responsible for providing on-site technical support to Foodhub's restaurant and takeaway partners across the UK. You will troubleshoot hardware and software issues, install and replace equipment, and ensure customers can continue trading with minimal disruption.
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Working closely with our Contact Centre and Technical Support teams, you will deliver fast, professional, and customer-focused support while helping clients maximise the value of Foodhub's technology.
Key Responsibilities
- Respond to technical escalations received from the Contact Centre and other internal departments.
- Travel to customer sites across the UK to diagnose and resolve technical issues.
- Install, configure, replace, and maintain EPOS hardware, printers, payment devices, tablets, and other peripherals.
- Troubleshoot software, hardware, networking, and connectivity issues with support from remote technical teams where required.
- Restore customer systems quickly to minimise operational downtime.
- Deliver on-site training to customers on the effective use of Foodhub's hardware and software solutions.
- Conduct proactive maintenance visits and equipment health checks for VIP customers.
- Record service activities accurately and report recurring technical issues, trends, and improvement opportunities.
- Work collaboratively with the Technical Support, Product, and Field Operations teams to ensure timely issue resolution.
- Provide out-of-hours technical support for VIP customers on a rota basis when required.
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Requirements
Skills & Experience
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication skills.
- Comfortable working independently in a field-based environment.
- Good organisational and time management skills.
- Willingness to travel extensively across the region.
- Full UK driving licence with access to a vehicle.
Benefits
- 33 days holidays (inclusive of Bank Holidays)
- 5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.
- Car allowance & Fuel Allowance
- Holiday exchange - Buy up to 5 days holiday per year
- Employee Assistance Programme
- Wellness Scheme
- Discounted Cancer Screening
- Discount Hub
- Cycle to Work Scheme
- Gym Membership - Contribution of up to £30 per month
- Will Writing Service
- Mobile or Tech Salary Sacrifice Scheme
- Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
- Death in Service - Salary x4 Life Cover
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