POS Solutions Specialist

Position Overview

AM/PM Service is seeking a resourceful, customer-focused POS Solution Specialist to install, configure, support, and demonstrate our point-of-sale hardware and software solutions.

This hands-on role combines technical troubleshooting, customer training, product expertise, and sales support. You will work directly with customers and collaborate with support, sales, development, and marketing to deliver successful installations, resolve technical issues, and introduce new product features.

The ideal candidate takes ownership, works independently, communicates clearly, and finds practical solutions. Participation in the after-hours helpdesk on-call rotation, including weekend coverage and work, is required.

Key Responsibilities

Installation Configuration and Technical Support

• Install, configure, upgrade, and troubleshoot POS software, Windows computers, terminals, and related hardware, remotely and on-site.

• Set up and support peripherals, including receipt printers, barcode scanners, cash drawers, payment terminals, scales, and customer displays.

• Diagnose software, hardware, Windows, networking, connectivity, and configuration issues; perform PC repairs, component replacement, driver installation, and maintenance.

• Assist with TCP/IP, IP addressing, DHCP, DNS, routers, switches, and Wi-Fi configuration and troubleshooting.

• Prepare and test equipment before deployment, confirm installation requirements, and verify system operation before customer handover.

• Follow procedures for backups, access permissions, data protection, and recovery. Maintain clear service records and own issues through resolution, escalating complex problems with complete troubleshooting details.

• Participate in the required after-hours helpdesk on-call rotation, including weekend coverage and work; respond to assigned support requests, communicate with customers, and coordinate escalation and handover.

Customer Training and Documentation

• Train customers on POS functions, daily workflows, system administration, and basic troubleshooting; adapt instruction to their technical knowledge and confirm understanding.

• Create and maintain user guides, installation instructions, troubleshooting articles, training materials, and internal procedures.

• Explain technical information clearly, manage expectations, and keep customers informed about progress, next steps, and resolution timelines.

• Identify recurring questions and recommend improvements to training, documentation, and product usability.

Product Expertise and Sales Support

• Develop in-depth knowledge of our POS products, supported hardware, integrations, and customer workflows.

• Deliver professional product demonstrations tailored to customer needs; support sales with technical discovery, product questions, and solution recommendations.

• Assess requirements and technical compatibility, clearly communicating product capabilities and limitations.

• Maintain reliable demonstration environments and stay current with product updates.

Product Testing and Team Collaboration

• Work with development to reproduce software issues and document defects, business impact, and expected behaviour.

• Test new features, updates, integrations, and fixes using realistic customer scenarios.

• Support pilot installations and product launches through readiness checks, documentation, training, and customer feedback.

• Share customer insights and improvement opportunities with product and development teams.

• Provide marketing with accurate product information, practical use cases, demonstration content, and details about new features.

Required Skills and Qualifications

• Practical experience supporting POS systems, business software, IT systems, or a comparable technical environment.

• Strong working knowledge of Windows installation, configuration, troubleshooting, drivers, services, and user permissions.

• Experience setting up and repairing PCs, connecting peripherals, and troubleshooting network connectivity.

• Strong customer service, communication, presentation, and documentation skills; ability to train users patiently and explain technical concepts to non-technical audiences.

• Resourcefulness, sound judgment, structured problem-solving skills, and the ability to investigate unfamiliar issues.

• Strong ownership and follow-through; ability to work independently, collaborate with colleagues, and recognize when to escalate.

• Ability to prioritize competing requests, manage customer expectations, and maintain accurate records.

Travel and Work Schedule Requirements

• A valid driver's licence and willingness to travel to customer locations when required.

• Participation in the after-hours helpdesk on-call rotation is mandatory, including weekend coverage and work.

• Availability for scheduled installations, system cutovers, and support outside regular business hours as required.

Additional Assets

• Experience in retail, grocery, hospitality, or other environments where POS availability is critical.

• Familiarity with ticketing systems, remote support tools, knowledge bases, and Microsoft Office applications.

• Basic SQL, database troubleshooting, log analysis, or scripting skills; experience with software testing, user acceptance testing, data migration, or integrations.

• Knowledge of payment systems and secure practices for handling customer and payment information.

• Relevant IT education or certifications, such as CompTIA A+, Network+, or Microsoft certifications.

What Success Looks Like

You deliver reliable installations, resolve issues thoroughly, and leave customers confident using their systems. You become a trusted product expert who supports colleagues, contributes useful feedback, and takes initiative to improve the customer experience.