ABOUT THE ROLE & TEAMThe Hardware Services Implementation Lead supports the deployment and optimization of Ingenico's hardware service offerings, including installation, maintenance, repair, and field service operations. The role coordinates implementation activities, maintains operational processes and documentation, and supports performance reporting to ensure consistent service delivery. Working closely with operations, IT, commercial teams, and service partners, the position helps drive successful service launches and continuous improvement initiatives while ensuring compliance with service standards and customer requirements.
WHAT YOU'LL DO- Coordinate implementation activities and project deliverables of hardware service programs, including deployment, field service, repair, and maintenance.
- Translate service offerings into documented operational processes, workflows, and procedures that support consistent service delivery.
- Coordinate cross-functional teams, vendors, and service partners to ensure successful project execution, service readiness, and customer satisfaction.
- Meet implementation timelines, risks, dependencies, budgets, and deliverables while ensuring compliance with service levels, quality standards, and contractual requirements.
- Support KPI and dashboard architecture, service performance monitoring, revenue business intelligence reporting, and operational data analysis.
- Identify performance improvement opportunities and support the implementation of approved solutions.
- Partner with commercial, operations, IT, and customer stakeholders to support service design, implementation, and system enhancements.
- Support audit, compliance, and quality assurance activities.
- Coordinate service transformation initiatives, including the deployment of services outside the U.S.
- Ensure appropriate training, documentation, and operational playbooks are accurate to support successful adoption by internal teams and external service partners.
ABOUT YOUR SKILLS- POS Expertise: Proven experience with Point-of-Sale (POS) systems, including service operations, implementation, deployment, maintenance, and optimization of POS hardware and related solutions.
- Professional Experience: 5+ years of experience in operations, service implementation, POS, or related roles, with a strong track record of improving service delivery and operational performance.
- Education: Bachelor's degree in engineering or a related field.
- Proven ability to lead service operations and implementation initiatives, including deployment of new service offerings, hardware solutions, and operational capabilities.
- Strong knowledge of dispatch, installation, maintenance, repair, logistics, and customer support processes.
- Experienced in managing cross-functional teams and third-party service providers to achieve operational and customer service objectives.
- Skilled in KPI management, SLA compliance, capacity planning, dashboard development, analytics, and performance reporting.
- Demonstrated success in root-cause analysis and continuous improvement, identifying opportunities to improve efficiency, service quality, and customer outcomes.
- Proficient in optimizing service management systems, operational tools, and workflows to enhance efficiency and service delivery.
- Experienced in influencing stakeholders and driving adoption of new technologies, tools, and process improvements.
- Strong understanding of quality, regulatory, and operational compliance, including audit and escalation management.
- Effective collaborator across Engineering, Sales, Logistics, Procurement, Finance, and Customer Support functions.
- Experienced in managing multi-phase implementations, adapting to evolving technologies, and leveraging data and analytics to drive operational excellence.
NICE TO HAVE- Spanish proficiency is highly desirable
- Six Sigma experience a plus.
