Hardware Operations Officer at Kolomoni Microfinance Bank

Reports to: Head, POS & Hardware Channels 
Works closely with: Inventory & Logistics Lead, After-sales & RMA Lead, Regional Repair Leads/Engineers, Regional Managers/State Coordinators

Role Summary

• The Hardware Operations Officer is responsible for day-to-day execution of Kolomoni’s POS hardware field operations covering installations, configurations, swaps, retrievals, redeployments, and operational coordination across assigned states/regions.
• The role ensures terminals are deployed correctly, activated quickly, and serviced efficiently, while maintaining accurate records and strong custody controls. 

Key Outcomes

• Terminals are installed and activated quickly after allocation.  
• Swaps and retrievals are executed fast, with proper documentation and custody controls.  
• Hardware incidents are handled with clear escalation and minimal downtime.  
• Accurate tracking of device movements (serial numbers, assignments, status changes).  
• Strong collaboration with regional teams to reduce merchant downtime and churn.  

Core Responsibilities

Installations & Deployments:

• Execute POS terminal installations and initial setup at merchant/agent locations.  
• Confirm device configuration, connectivity, and basic functionality before handover.  
• Support merchant/agent onboarding with basic usage guidance (device handling, common errors, escalation path).  
• Ensure every deployment is properly documented (terminal ID, merchant ID, location, date, handover confirmation).  

Swaps, Retrievals & Redeployments:

• Manage terminal swaps for faulty/damaged devices, ensuring minimal merchant downtime.  
• Retrieve terminals from churned merchants/agents and return devices to inventory/RMA as appropriate.  
• Coordinate redeployment of recovered terminals after clearance and configuration checks.  
• Maintain strict custody: all device movements must be tracked and signed off.  

Field Coordination & Escalations:

• Coordinate daily/weekly deployment schedules with State Coordinators and Business Relationship Managers.  
• Escalate technical issues to Regional Repair Engineers or After-sales/RMA promptly.  
• Track all open cases (deployment delays, faults, swap requests) and drive closure within SLA.  
• Support incident response in the field during network disruptions, high failure rates, or major outages.  

Device Tracking, Reporting & Controls:

• Maintain accurate device records: serial number, status (new/active/faulty/retrieved), owner (merchant/agent), location, and custody trail.  
• Provide daily/weekly reports on deployments, swaps, retrievals, and exceptions.  
• Support periodic stock counts and reconciliation exercises with Inventory & Logistics.  
• Flag risks early: device loss, repeated merchant faults, suspicious activity, or unusual terminal movement patterns.  

Process & Service Quality:

• Follow Kolomoni SOPs for installations, swaps, retrievals, and documentation.  
• Identify recurring failure patterns and share feedback with Terminal Performance Analyst / Head of POS.  
• Help improve field playbooks and reduce repeat faults through better deployment hygiene.  

Key KPIs

• Deployment turnaround time: allocation → installation → activation  
• Activation rate: % installed terminals active within 7/14 days  
• Swap turnaround time: fault reported → swap completed  
• Retrieval success rate: recovered terminals vs expected retrievals  
• Documentation accuracy: % complete and correct device movement records  
• SLA compliance: closures within agreed timelines  
• Repeat fault rate (post-install issues attributed to deployment quality) 

Requirements

• 2–5+ year's  experience in field operations, device deployment, POS/ATM/mobile devices support, telecoms field services, or similar.  
• Strong understanding of POS devices, SIM/network troubleshooting basics, and field coordination.  
• Comfortable with travel and field execution across states.  
• High integrity and attention to detail (custody controls, device tracking, documentation).  
• Good communication skills for coordinating merchants, regional teams, and repair engineers.  

Preferred:

• Experience in fintech, agency banking, merchant acquiring, or POS terminal deployment in Nigeria.  
• Familiarity with ticketing tools, simple inventory logs, and device tracking systems.  
• Basic understanding of terminal management (TMS/MDM) and OTA updates.  

Working Conditions:

• Field-heavy role; weekend/after-hours support may be required during major rollouts or incidents.  
• Performance is strongly tied to speed, accuracy, and reliability in execution.