Hardware Repair Lead at Kolomoni Microfinance Bank

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

Role Summary 

• 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.
• 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. 
• This is a hands-on leadership role focused on reducing downtime, improving terminal uptime/success rates, and ensuring merchants/agents stay active. 

Key Outcomes 

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

Core Responsibilities

Regional Repairs & Fault Resolution:

• 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.  
• Provide technical support to Hardware Operations Officers and regional teams during incidents.  

Team Leadership (Repair Engineers):

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

Repair SLA Management & Reporting:

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

Spares, Tools & Repair Inventory Control:

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

RMA / Warranty Escalation:

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

Quality, Controls & Compliance:

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

Continuous Improvement (Root Cause Fixes):

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

Key KPIs  

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

Requirements 

• 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.  
• Strong troubleshooting skills: hardware faults, connectivity issues, configuration basics.  
• High integrity and attention to detail (serial tracking, custody, documentation).  
• Comfortable with regional travel and fieldwork when required.  

Preferred:

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

Working Conditions:

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