Hardware Services Implementation Lead

About the Position

WELCOME TO INGENICO

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators, and fintech customers, our world-class terminals, solutions, and services enable the global ecosystem of payments acceptance.

With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

About the Role & Team

The 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.

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.

Requirements

• 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.
• 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.

We Offer

• Competitive salary
• Opportunity to work with a global leader in payments acceptance solutions
• Professional growth and development opportunities
• Collaborative and innovative work environment

About the Company

Ingenico provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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