Paul Burns

“My advice is to keep your repair costs down by having an SLA in place.  And treat your hardware with respect. A lot of kit for the hospitality sector is pretty robust but that’s no excuse to mistreat it.”

GS Support technician Paul Burns repairs hardware when it goes wrong or does not work. As an expert trouble shooter, Paul has a wealth of technical experience and in-depth understanding of our hardware portfolio, which includes kit from the likes of Sharp, Toshiba and Epson.

 

Name? Paul Burns

What is your job title? Support technician

What are your job responsibilities?  I repair equipment when something goes wrong with it or it does not work.  My job is to get it back in tip top shape as quickly and efficiently as possible so it as good as new, irrespective of how or why it is not functioning properly.  Hardware should always be treated with respect, even if it is in the workplace rather than at home.

What is your previous experience?  I’ve worked with GS Systems since leaving school so I’ve enjoyed a great ‘education’ by learning on the job, so to speak.

What attributes are essential to do your job?  A good understanding of how EPOS works within a customer’s business and why it is important to make sure everything is working properly. I also like the challenge of troubleshooting and making sure things work properly.

What are the biggest challenges in your job? Having to explain to customers who don’t understand why they have to pay for the repair once the hardware is out of warranty or they are not covered by a Service Level Agreement.

Where have you added value to clients?  Encouraging clients to take out a SLA, if they don’t have one. It gives them great peace of mind and will save them money.

What are your most enjoyable work experiences?  Meeting new customers. I love going into a new business and helping them.

What is your best tip to help a clients’ business grow?  My advice is to keep your repair costs down by having an SLA in place.  And treat your hardware with respect. A lot of kit for the hospitality sector is pretty robust but that’s no excuse to mistreat it.