Lead, Hardware Services — Implementations & Optimization

Ingenico Group; Alpharetta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

Ingenico is seeking a Hardware Services Implementation Lead to drive deployment and optimization of hardware service offerings, coordinating installation, maintenance, repair, and field service operations. You will align cross-functional teams and service partners to ensure on-time delivery and high-quality service performance.

The role emphasizes process documentation, KPI reporting, and continuous improvement, with opportunities to extend services beyond the U.S.

Qualifications

• Education: Bachelor’s degree in engineering or a related field.
• 5+ years of experience in operations, service implementation, POS, or related roles.
• Proven ability to lead service operations and implementation initiatives.
• Strong knowledge of dispatch, installation, maintenance, repair, logistics, and customer support processes.
• Experienced in managing cross-functional teams and third-party service providers.
• Skilled in KPI management, SLA compliance, capacity planning, dashboard development, analytics, and performance reporting.
• Demonstrated success in root-cause analysis and continuous improvement.
• Proficient in optimizing service management systems, operational tools, and workflows.
• Experienced in influencing stakeholders and driving adoption of new technologies, tools, and process improvements.
• Strong understanding of quality, regulatory, and operational compliance.
• 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.

Responsibilities

• 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.

Job description

Ingenico is seeking a Hardware Services Implementation Lead to drive deployment and optimization of hardware service offerings, coordinating installation, maintenance, repair, and field service operations. You will align cross-functional teams and service partners to ensure on-time delivery and high-quality service performance.

The role emphasizes process documentation, KPI reporting, and continuous improvement, with opportunities to extend services beyond the U.S.