Senior On-Site Implementation Technician

Lavu Inc.•Tampa, FL

5h•Onsite

About The Position

As a Senior On-Site Implementation Technician, you own the in-person installation, technical execution, and go-live success for new Lavu customers. You serve as the field authority during launch, ensuring every customer is fully operational, trained, and confident on Day 1. This is a high-ownership, high-visibility role that directly impacts customer retention, brand perception, and revenue realization. You will work closely with Senior Onboarding Coordinators, Sales, Payments, Fulfillment, and Account Management to ensure launch readiness and operational excellence. You are calm under pressure, technically capable, operationally minded, and confident leading customers through live restaurant environments.

Requirements

3+ years of experience in hospitality, restaurant operations, POS implementation, or technical field support.
2+ years of experience managing projects or customer implementations independently.
Strong troubleshooting ability in live environments.
Willingness and ability to travel up to 50% of the time.
Ability to lift and transport POS hardware (up to 40 lbs).
Ability to stand and move around for extended periods in active restaurant environments.
Strong situational leadership skills and ability to remain calm under pressure.

Nice To Haves

Experience installing or supporting restaurant POS systems.
Working knowledge of networking fundamentals (routers, switches, connectivity troubleshooting).
Experience with HubSpot or CRM documentation.
Experience training adult learners in operational systems.
Prior leadership or mentorship experience.

Responsibilities

Lead end-to-end on-site installations and go-live execution for new restaurant customers.
Serve as the on-site technical authority, troubleshooting hardware, networking, and configuration issues in real time.
Ensure customers are fully operational on their requested go-live date.
Identify and mitigate risks prior to launch to prevent Day 1 disruptions.
Install and configure POS hardware, printers, payment devices, routers, and peripheral equipment.
Validate system performance, payment processing, and reporting prior to go-live.
Perform light networking setup and troubleshooting (routers, connectivity, wired vs. wireless configurations).
Ensure hardware placement and workflows align with operational efficiency.
Deliver in-person training to ownership, managers, and frontline staff.
Ensure staff are confident operating the system independently.
Adapt training style to match customer experience level and pace of learning.
Set clear expectations for post-go-live support and escalation pathways.
Partner with Senior Onboarding Coordinators to execute tailored launch plans.
Collaborate with Sales, Payments, Fulfillment, and Account Management to ensure readiness across all departments.
Provide detailed documentation in HubSpot and internal systems for visibility and continuity.
Represent Lavu professionally in all field engagements.
Identify opportunities for hardware optimization and value-added software solutions when appropriate.
Provide structured feedback to Product and Operations on recurring installation friction points.
Support short-term post-launch troubleshooting to ensure system stability.
Reduce early-life support tickets by ensuring thorough preparation and training.
Act as the first line of defense in preventing avoidable escalations.
Existing customer troubleshooting and ongoing maintenance for retention purposes, as needed