IMAC Support Coordinator
Remote
United Kingdom
Full Time
11-03-2025
Job Specifications
Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.
What you’ll do
The IMAC Support Coordinator will be instrumental in supporting the Zonal Account Services department. Embedded within the customer facing Account Team, you’ll work closely with the Senior Account Manager and Account Managers to help facilitate the logistical and administrative tasks carried out by the team.
This will include arranging installation of ad-hoc hardware, new site installs and small projects alongside deploying software changes to our client base. You’ll be dealing with both internal and external stakeholders as well as 3rd party suppliers as you strive to give the best possible service to everyone.
You’ll be the first point of contact for the implementors, trainers and engineers on the ground with a view of resolving any issues they may have (either technical or operational) that may prevent them completing the work assigned. Where it has not been possible to resolve the issue yourself, work with other teams to help address the issue and ensure the customer gets the best level of service whilst eliminating the need to revisit site.
Manage the end to end process that delivers real change within any Zonal customer estate, be that arranging on site engineering services, organising an installation / upgrade of software or setting up customer training.. You will also be liaising with 3rd party suppliers (distribution companies) as well as directly with our clients.
Provide exceptional Account and IMAC (Installs, Moves, Adds & Changes) support to our Account Services Team, interacting with other Zonal departments including, but not limited to, Professional Services, Logistics and Planned Work teams.
Provide triage for engineers and implementers in the field, helping mitigate any challenges they may be facing and signposting them to the appropriate contacts for resolution if you are unable to resolve.
Scope, implement, and refine logistical and administration processes using a variety of tools and methodologies.
Act in a Project Management capacity for smaller scale deployments or rollouts.
Provide leadership and mentoring to the Support Coordinators sat within your team.
Produce periodic reporting on all planned activity to keep the team informed of ongoing work, track progress of requests in flight as well as flag any operational issues.
Produce customer facing communications and updates on planned activity and work with them to ensure that all pre-requisites on the customer side are met before any work is commenced.
Produce quotes for customers for all planned work and manage all Purchase Order process requirements.
Alongside the Account Management team, ensure all work is invoiced in a timely manner and to a high degree of accuracy.
Produce documentation to help upskill colleagues around you and / or to assist in on site work requirements; Creating a detailed technical checklist to be completed as part of an install as one example.
Who you are
Strong, demonstrable, record of organising resource and logistical factors, able to react quickly and competently to unexpected challenges as they may occur.
Highly organised, you thrive off implementing and using processes and policies, constantly looking to refine and modify as you learn
Fantastic communicator and capable of team working; working co-operatively with others to achieve a common goal and communicating information in a clear, concise, and accurate manner.
You approach your work with customer service at the forefront of your mind, understanding and responding to customer needs (both internal and external) and exceeding expectations.
You take pride in your own, and your teams, work always trying to go over and above to achieve the best result
Good general understanding of EPoS, Networking, or IT terminology.
Accurately completing reports and documentation to the required standard and timeframe as required.
IT Literate with provable Microsoft Office suite skills.
The Zonal group are one of the UK’s largest technology providers to the hospitality industry. Our products are used by over 17,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, Greene King, Harvester and Butlins.
We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.
If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.
We are a family business with Scottish roots. We operate from our head office in Edinburgh, our Midlands office in Staffordshire, and our Innovation Centre in Abingdon.
What we value
Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.
Smart, inspiring, forward-thinking people who thrive on building solutions for complex problems. We are very much a family company not just in name. Zonal people work together and look out for each other. Trusted to be accountable, you’ll find that everyone around you shares a passion for delivering value to our customers and striving to always do better. We provide a flexible working environment with a culture to help everyone achieve their best.
About the Company
Born out of hospitality more than 40 years ago, we are the largest tech supplier to pubs, restaurants, hotels and other hospitality businesses in the UK. A family business at heart, we care passionately about the hospitality industry. We invest around 14% of our turnover in R&D each year to ensure that our systems continue to deliver optimum performance, efficiency and insight. Our integrated technology can help you engage and understand your customers better, drive more satisfaction, streamline operations and increase p... Know more
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