The Hospitality Systems Consultant (HSC) is required to install, maintain and support the products assigned to him / her, to the satisfaction of our clients, employees and management
Primary Responsibilities for the Role
Meet with the Project Manager before commencement of an installation to be briefed on any special requirements and to collect all required documentation (airline tickets, visas, pre-installation packs and sign-off documents).
Employees in branches outside Johannesburg are to hold a telephonic / Skype meeting with the Project Manager, and further communicate with the Project Manager via email, cc : Mail or fax.
Travel to clients’ sites.
Install the assigned products to the requirements and satisfaction of the client.
Ensure that the Product standards are adhered to (network paths, passwords, etc ). These standards are amended from time to time and are published on the sharepoint.
If assigned to be Project Leader, the HSC will co-ordinate all aspects of the installation as required.
The HSC will ensure that, to the best of his / her ability, the project will be completed within schedule.
Conduct an exit meeting with the client, during which the sign-off documentation is completed. A backup Copy of sign-off is to be filed in the office.
Be able to liaise with clients and manage the installation, training, refresher training, site visit, upgrade or any other dealings that the company deems fit.
Complete and send all sign off documentation and time sheets to the Resource Manager and Project Manager before leaving site.
A site report is to be emailed to the Operations Manager, Resource Manager and Project Manager no later than 24 hours after leaving site.
The HSC will not leave site if any outstanding issues are not resolved without explicit permission from Management.
The HSC will arrange a handover meeting with the Project Manager upon returning from a client’s site, during which the Project Manager will be briefed on all aspects of the installation.
The HSC will bring a copy of the clients’ databases back to the office. All client databases are to be copied onto the internal office network.
Keep updated on new technologies available, both on Materials Control and MyInventory software / hardware products, third-party software / hardware products, as well as general IT technologies, related to our industry.
Regularly visit the corporate websites : oracle.com, www.micros.co.za, to keep informed about corporate developments and news.
Test and troubleshoot new versions of Materials Control and MyInventory products prior to release.
Pass the Oracle Hospitality Materials Control’ Exam within 6 months of employment.
Pass the Oracle Hospitality Inventory Management User’ Exam within 6 months of employment.
Pass the Oracle Hospitality Inventory Management Master Data’ Exam within 12 months of employment.
Pass the Oracle Hospitality Inventory Management Maintenance’ Exam within 18 months of employment.
Pass any other certification examinations as required by Management.
Maintain an adequate level of knowledge in MS Windows, MS Office products, eMail, My Oracle Support, Oracle, Call Logging System, and other operating systems and software utilities as released from time to time.
Every HSC is expected to be able to install the assigned products according to Product Standards and to the complete satisfaction of our clients and Management.
The HSC is required to pass on any new acquired skill / knowledge to other HSC verbally, via email or the sharepoint.
The HSC presents training courses to other HSC as required.
Must be able to configure a complete database of the assigned products, and provide a working solution for the client (i.
e. network connectivity, drive mappings, systems parameters, etc.).
Each HSC is required to support the products assigned to him / her.
Each HSC is required to work the help desk when scheduled. The policies and procedures regarding the help desk are published separately from this job description.
HSC to be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
All logged calls are to be updated timeously.
Clients are to be provided with the call log ID.
Be responsible for interaction with customers via email, telephone, fax, Bomgar etc.
Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
Maintain all documentation required by Micros. Assist with implementing, testing and writing any documentation that may be required.
The HSC is required to assist the sales department with any requests that may assist the sales department to close a sale.
This includes technical information, software information and sales demonstrations.
Minimum Qualification and Experience Requirements
Matric / Grade 12 / Equivalent
Knowledge of Materials Control or MyInventory Systems essential
Must have experience with working with stock not negotiable
Must be available on 24 Hour standby from time to time
Must be available for duty on the help desk when Scheduled
Willing and Able to travel extensively
Valid driver’s license
Excellent communications skills.
Good problem solving skills
Good technical aptitude