Head, POS Hardware & Repair

Responsibilities

• Serve as the main technical point of contact with all POS hardware manufacturers
• Rigorously review and audit manufacturer design specifications and component lists to ensure strict adherence to the company's recommended designs, quality standards, and use of robust, reliable components
• Proactively recommend specific design updates, modifications, and material changes to manufacturers that simplify repair processes, reduce component costs, and improve the Mean Time to Repair (MTTR)
• Evaluate and approve critical hardware components (e.g., batteries, screens, printers) based on reliability data, failure rates, and long-term supply stability
• Partner with Engineering/Data teams to conduct root cause analysis (RCA) on recurring hardware failures and translate these findings into concrete, mandatory design improvements for manufacturers
• Maintain deep, continuous awareness of the operational reality, environmental conditions, and logistical challenges specific to the Nigerian market
• Translate local environmental and usage data (e.g., power fluctuations, dust, handling) into practical design requirements (e.g., ruggedization, better component protection) for manufacturers
• Define and validate the list of required spare parts that must be provided by the manufacturer, ensuring they are the most critical and highest-failure-rate components suitable for the local repair environment
• Define the strategy and operational model for all POS device repair operations, including internal repair centers and outsourced service providers
• Manage and monitor the performance of the repair function against key metrics, focusing intensely on reducing Mean Time to Repair (MTTR) and improving the First-Time Fix Rate
• Develop and enforce standardized repair procedures, diagnostics, and quality control (QC) protocols to ensure consistent, high-quality repair outputs across all channels
• Approve and oversee the technical training and certification of all repair technicians and ensure they have the necessary diagnostic equipment and tools
• Establish a robust reporting structure for tracking component failure rates, repair costs, and inventory of parts used in repair to inform future design changes

Requirements

• Bachelor's degree in Electrical Engineering, Electronics Engineering, Mechatronics, or a closely related technical field
• Minimum of 8+ years of experience in hardware engineering, quality control, technical operations, or product service management, with at least 3 years in a leadership role
• Deep, hands-on knowledge of embedded systems, circuit board components, electronic repair methodologies, and diagnostic tools, particularly within the POS, terminal, or embedded payment device space
• Proven track record of successfully managing technical relationships with international hardware manufacturers, including design review and quality auditing processes
• Experience managing complex repair/service operations, with a strong focus on KPIs like MTTR, Cost-of-Repair, and Failure Rate analysis
• Direct experience with hardware deployment and service operations in the Nigerian or similar emerging markets, understanding the unique environmental and logistical constraints (Highly Preferred)
• Exceptional negotiation, technical communication, and analytical skills

Benefits

• Culture that puts people first and prioritizes the well-being of every team member
• Learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks
• Attractive salary
• Pension
• Health insurance
• Annual bonus
• Additional benefits