Hardware Repair Lead

We are recruiting to fill the position below:

Job Title: Hardware Repair Lead - Kolomoni MFB

Location: Lagos, Nigeria
Reports to: Head, POS & Hardware Channels
Coverage: Assigned Region (Lagos / SW / SE / SS / NC / NE / NW)

Role Summary

• This is a hands-on leadership role focused on reducing downtime, improving terminal uptime/success rates, and ensuring merchants/agents stay active.
• The role manages Repair Engineers, enforces repair SLAs, maintains spares/parts discipline, and ensures accurate tracking of faulty devices through repair, RMA/warranty, and redeployment.
• The Hardware Repair Lead is responsible for leading Kolomoni’s regional POS repair operations to ensure terminals are diagnosed, repaired, swapped, and returned to service quickly.

Key Outcomes

• Reduced terminal downtime and repeat faults in the region.
• Fast turnaround of faulty terminals: diagnosis ? repair/swap ? closure within SLA.
• Strong repair quality with accurate records and clean custody control.
• High productivity and discipline of the Repair Engineers under the region.
• Efficient management of spares, tools, and repair inventory.

Core Responsibilities
Regional Repairs & Fault Resolution:

• Provide technical support to Hardware Operations Officers and regional teams during incidents.
• Lead daily triage of faulty terminals (from merchants, field ops, inventory, or support tickets).
• Diagnose faults (network/SIM issues, hardware damage, software/config errors) and assign repair actions.
• Ensure terminal swaps are executed quickly where repair is not immediate.

Team Leadership (Repair Engineers):

• Review work quality, enforce standards, and reduce repeat failures.
• Escalate capability gaps and recommend hiring or training needs.
• Train engineers on standard repair methods, diagnostics, and proper documentation.
• Supervise and schedule Repair Engineers to meet SLA targets across states within the region.

Repair SLA Management & Reporting:

• Ensure adherence to SLAs for diagnosis time, repair time, swap time, and merchant communication loops (where applicable).
• Track repair pipeline: open cases, turnaround time, backlog, and closure rates.
• Submit weekly reports covering:
  • Common fault types and root causes
  • Faults received / resolved
  • Repeat fault rate and actions taken
  • Average repair turnaround time

Spares, Tools & Repair Inventory Control:

• Forecast parts demand based on fault trends and ensure availability to avoid downtime.
• Maintain and control spares/parts inventory (batteries, screens, keypads, chargers, paper rollers, etc. where relevant).
• Coordinate with Inventory & Logistics Officer for parts replenishment and device movement tracking.
• Ensure proper use, storage, and accountability of tools and parts.

RMA / Warranty Escalation:

• Follow up on RMA cases to reduce aging and keep replacements flowing.
• Identify faults eligible for warranty/RMA and prepare devices for vendor escalation.
• Ensure proper packaging, serial tracking, and documentation for RMA batches.

Quality, Controls & Compliance:

• Flag suspicious patterns (recurring faults from same merchant, abnormal device movement, potential tampering).
• Maintain audit-ready records of device movements and repair actions.
• Enforce repair SOPs and custody processes: serial tracking, handover forms, fault diagnosis logs, repair outcome notes.

Continuous Improvement (Root Cause Fixes):

• Recommend improvements to device configuration, deployment hygiene, vendor selection, and training materials.
• Support field troubleshooting guides and quick-fix playbooks.
• Work with the Terminal Performance Analyst and Head, POS & Hardware Channels to reduce recurring faults.

Key KPIs

• Spares availability rate
• First-time fix rate
• Repeat fault rate within 30 days
• Terminal downtime reduction in region
• Documentation accuracy/completeness
• Backlog size & aging: unresolved cases beyond SLA
• Repair turnaround time (TAT): fault logged ? resolved
• Swap turnaround time: swap request ? completed

Requirements

• High integrity and attention to detail (serial tracking, custody, documentation).
• Comfortable with regional travel and fieldwork when required.
• Strong troubleshooting skills: hardware faults, connectivity issues, configuration basics.
• 4–7+ year’s experience repairing POS terminals, electronics, mobile devices, or similar hardware in Nigeria.
• Proven ability to lead a small technical team and manage field schedules.

Preferred:

• Experience working with POS acquiring, agency banking, fintech field support, or terminal deployment operations.
• Understanding of terminal management systems (TMS/MDM) and OTA updates (basic).
• Familiarity with ticketing tools and repair reporting logs.

Working Conditions:

• Region-based role; may require weekend/after-hours support during incidents and large rollouts.
• Combination of workshop repairs and field support.