Solution Implementation Tech Manager

justintech co, ltd

3-6 Years

Malaysia, Kuala Lumpur

Posted an hour ago
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Job Description

Location: Kuala Lumpur, Malaysia (On-site client visits required)

Company: Restosuite AI Sdn Bhd

Employment Type: Full-time

Reports to: Solution ImplementationTech Manager

About the Role

We are looking for an Solution Implementation Tech to manage end-to-end delivery of Restosuite's F&B SaaS and POS solutions, while also providing Tier-2 (L2) technical support to channel partners.

This role owns day-to-day project execution, coordinates internal teams and partners, and acts as a technical escalation point for more complex implementation and system issues raised by channel partners.

The ideal candidate is hands-on, structured, and comfortable balancing F&B Solution Project management, technical troubleshooting, and partner support.

Key Responsibilities

1. Project Management & Delivery

Manage end-to-end implementation projects from kick-off to go-live and initial stabilisation
Develop and maintain:
Project plans and timelines
Task lists and deployment checklists
Risk and issue logs
Coordinate on-site and remote implementation activities
Ensure projects are delivered:
On time
Within scope
To defined quality standards
Escalate delivery risks, delays, or scope changes to the Head of Project Delivery promptly

2. On-Site Implementation & System Deployment

Lead and coordinate on-site execution including:
Hardware unboxing and installation
Network configuration and testing
System setup and validation
Ensure stable operation of:
POS terminals
Kitchen printers
Self-ordering kiosks
Handheld devices
Manage on-site hardware tracking:
Device sign-off
Serial number recording
Return and spare device handling

3. Channel Partner Tier-2 (L2) Technical Support

Act as Tier-2 technical escalation support for channel partners
Support partners in resolving:
Complex configuration issues
Integration or deployment challenges
Non-standard operational scenarios
Analyse issues escalated from partner Tier-1 support and provide:
Root cause analysis
Clear resolution steps
Temporary workarounds where required
Coordinate with Product / Engineering teams for unresolved or system-level issues
Ensure issues are properly documented and closed

4. Business Process Configuration

Analyse customer and partner operational workflows, including:
Ordering
Payments
Kitchen routing
Inventory and promotions
Configure systems accurately:
Menu structure and pricing
Taxes, discounts, and promotions
Table management and user roles
Kitchen printing logic
Support menu engineering and optimisation for operational efficiency

5. Training, Go-Live & Handover

Deliver role-based training for:
Management
Front-of-house teams
Kitchen staff
Coordinate UAT and go-live activities
Provide on-site or remote support during early post-go-live period
Ensure proper handover to support or customer success teams

6. Documentation, Feedback & Continuous Improvement

Maintain clear documentation for:
Project delivery
Common issues and resolutions
Partner technical FAQs
Share recurring issues and feedback with:
Head of Project Delivery
Product and Engineering teams
Support improvement of implementation SOPs and partner enablement materials
Assist Sales teams by clarifying technical scope and identifying upsell opportunities when relevant

Requirements

3–6 years experience in:
Implementation project management
POS / F&B system deployment
Proven experience handling multiple restaurant deployments
Strong hands-on technical skills in:
Basic networking (TCP/IP, Wi-Fi, routers)
Windows / Android systems
POS hardware and peripheral troubleshooting
Experience providing technical escalation or L2 support
Comfortable working with channel partners and external vendors
Fluent in English and Mandarin Malay proficiency is a strong advantage
Strong ownership, communication, and problem-solving skills
Willing to support non-standard hours during go-live or critical issue resolution