PROFILEThe Manager, Hardware Operations, is responsible for managing all hardware-related operations, including printers, printing materials, item master data, and maintenance renewals, while delivering exceptional support to both clients and internal stakeholders. This role plays a key part in supporting TriMech's growth objectives by optimizing hardware operations, strengthening vendor relationships, and driving recurring revenue through hardware and software maintenance contracts.
In addition to order execution, this role owns vendor pricing administration, provides day-to-day leadership and coordination for the hardware operations team, and serves as the primary owner for hardware item codes and pricing accuracy across systems.
The ideal candidate is highly detail-oriented, client-focused, and capable of balancing strategic ownership with hands-on execution in a fast-paced environment.
DUTIES AND RESPONSIBILITIESHardware Operations & Customer Support- Prepare accurate and timely proposals for printer materials, hardware, and maintenance renewal orders.
- Manage order processing for the U.S. and Canada, including material orders, scanner orders, printer orders, replacement parts, and maintenance renewals.
- Provide customer service support for additive solutions clients, including:
- Initiating RMAs
- Supplying shipment tracking information
- Providing invoice copies
- Communicating backorder status
- Supplying missing certificates
- Maintain and update client material credit spreadsheets; reconcile balances with accounting and clients as orders are fulfilled.
Vendor Pricing & Commercial Management- Own vendor pricing administration for hardware, materials, and maintenance agreements, ensuring pricing accuracy, margin integrity, and alignment with vendor agreements.
- Maintain and regularly review vendor price lists, discounts, and contract terms; proactively communicate pricing updates to internal stakeholders.
- Partner with Sales, Finance, and Finance to support quoting strategies, cost analysis, and pricing escalations as needed.
Item Code Ownership & Data Governance- Serve as the primary owner of hardware- and materials-related item codes within ERP and related systems.
- Create, maintain, and audit item master data-including pricing, descriptions, vendor associations, and lifecycle status-to ensure accuracy and consistency.
- Establish and enforce standards for item creation and change management to support reporting accuracy, scalability, and operational efficiency.
Team Leadership & Talent Development- Provide day-to-day leadership, task coordination, and operational oversight for the hardware operations team.
- Support onboarding, training, and ongoing development of hardware team members to ensure consistent processes and service quality.
- Act as a point of escalation for complex hardware, pricing, or order issues, fostering collaboration and continuous improvement within the team.
Who You Are:- A client-centered leader who knows how to turn strategy into consistent execution.
- Highly organized and detail-oriented, with a strong commitment to accuracy and follow-through.
- Skilled at balancing cross-functional coordination with operational rigor and sound judgment.
- Comfortable working across technical, commercial, and executive audiences, with strong verbal, written, and interpersonal communication skills.
- Passionate about coaching teams, improving client outcomes, and scaling best practices.
- Calm under pressure and effective in navigating escalations, ambiguity, change, and multiple competing priorities.
- Able to operate independently while leading and collaborating effectively within a team environment.
SKILLS AND REQUIREMENTS- 5-10+ years of experience in hardware operations, customer support, order management, pricing administration, or related operational functions.
- 3+ years of prior people leadership, team coordination, or supervisory experience is strongly preferred.
- Experience managing partner relationships within a VAR ecosystem, with the ability to coordinate effectively across vendors, channel partners, and internal stakeholders.
- Basic understanding of accounting principles, pricing structures, and commercial processes.
- Experience working with ERP systems; item master or pricing ownership experience preferred.
- CRM experience preferred
COMPENSATION- OTE: $115,000 to $125,000
PERKS AND BENEFITS- Hybrid Work Arrangements
- Flex PTO
- Competitive Group Benefits Plan
- Perkopolis Membership Access - Employee perk and discount programs.
- Wellness Program
- Social Events
This opportunity is to fill an existing vacancy
