Hardware Deployment & Support - Associate - Payments

Job Responsibilities:

The Hardware Deployment Support Associate plays a crucial role in managing the deployment of POS terminals in collaboration with our third-party logistics vendors. This position involves overseeing various initiatives related to vendor deployment and operational performance, including order fulfillment, quality control, and terminal reliability, to enhance client experience and reduce expenses. The associate will support all Merchant Services clients, including SMB and OMIN channels, ensuring effective communication with key stakeholders to address concerns and identify opportunities.

• Monitor Business Results: Oversee day-to-day business results, including financial outcomes, customer experience, operational metrics, and control environment.
• Collaborate with Teams: Work closely with internal teams (Sales, Customer Support, Product Marketing, and Operations) to improve operational efficiencies and partner experiences.
• Relationship Management: Establish and maintain strong relationships with key decision-makers and executive contacts.
• Trend Analysis: Identify emerging trends, validate them, and propose solutions when appropriate.
• Presentation Creation: Develop, organize, and host presentations for internal and external audiences on current and future products and solutions.
• Project Coordination: Coordinate and facilitate the delivery of project objectives, track progress, review project tasks to meet deadlines, and manage the project lifecycle.
• Reporting: Develop and present weekly, monthly, quarterly, and annual reports.
• Customer Experience Enhancement: Drive continuous improvement in customer satisfaction, reduce backlogs, and improve responsiveness.
• Ad Hoc Analysis: Conduct ad hoc analysis to ensure proper oversight and governance.
• Asset Management: Manage merchant updates in the vendor system, monitor unrecoverable/undeliverable shipments, and reduce equipment write-offs.
• Communication: Coordinate the configuration, testing, and quality assurance of payment terminals and systems, maintaining daily records/logs/reports.
• SLA Adherence: Ensure adherence to SLAs for various products from our vendor as per contract.
• Gap Identification: Identify gaps between requirements and current procedures/controls and participate in resolving them.
• Policy Development: Develop, implement, and maintain policies, procedures, and equipment control systems to reduce costs and streamline processes.
• Contract Coordination: Coordinate the negotiation and fulfillment of Equipment Services contracts, interpret contracts, and monitor fulfillment of obligations.
• Process Enhancement: Work with business partners to design and implement process enhancements and engage in process re-engineering.

Skills & Experience Required:

• Communication Skills: Excellent interpersonal, written, and verbal communication skills with the ability to present and influence at the executive level.
• Organizational Skills: Highly organized, self-starter with creativity, resourcefulness, and strong leadership.
• Project Management: Strong project management skills with the ability to prioritize and drive initiatives to completion.
• Attention to Detail: Detail-oriented with high accuracy and time management skills.
• Problem Solving: Strong problem-solving and analytical reasoning skills, with the ability to balance multiple tasks simultaneously.
• Data Management: Expertise in collating, reporting, and reconciling large data sets.
• Industry Knowledge: Strong interest and understanding of Merchant Services, vendor management, equipment procurement, inventory control, and operations.
• Customer Focus: Strong customer/client focus while ensuring a sound control environment.
• Technical Proficiency: Proficient with PowerPoint and developing high-quality presentations, graphs, and analytics.
• Strategic Mindset: Results-driven with a strategic mindset and strong business acumen, able to work under pressure to meet critical deadlines.
• Resource Management: Ability to work with a wide variety of internal and external resources, manage expectations, resolve disputes, and establish credibility/trust.

Qualifications:

• Education: Bachelor's Degree required or equivalent work experience.
• Experience: Experience in Financial Services (Operations, Vendor Management, Account Management).
• Travel: Ability to travel for periodic onsite visits with strategic vendors.
• Technical Skills: Proficient in MS Office, Access, and SharePoint Development.
• Performance: Track record of exceeding goals and setting high standards of performance.