Hardware Support Engineer

Our client is the leading provider of SaaS and on-premise Workforce Management solutions, operating globally. Part of the solution is hardware terminals (timeclocks) for employees to recording time, absence and tasks in the solution.

We are hiring a Hardware Lead Engineer who will be part of the Products & IT Department and report directly to our client's Technical Operations Manager.

The focus for the Hardware Lead Engineer will be on managing the hardware domain and together with the rest of the team deliver world class customer experiences.

What you'll be doing:

• Manage customer hardware orders including technical presales, order management, configuration and shipment;
• Manage customer support requests by coordinating efforts within the team and take lead on key support requests per Service Level Agreements and act as escalation point for hardware matters;
• Troubleshooting & Maintenance: Diagnosing hardware root cause issues, improving reliability together with R&D teams, and coordinating repairs or upgrades. Produce technical documentation of setups + knowledge base articles to deflect future issues;
• Manage together with hardware vendor the Hardware Development Lifecycle aspects & Integration aspects: Leading the roadmap for new versions of time clock devices, ensuring seamless integration with the workforce management software and manage end of life aspects;
• Firmware & Connectivity: Manage firmware upgrades for operating systems, terminal software, biometric readers, RFID readers and optimize configuration, monitoring and troubleshooting capabilities;
• Ensure System Security & Compliance: Ensuring time clocks meet industry standards for security, data protection, and labor law compliance;
• Collaboration: Working closely with software engineers, product managers, and clients to align hardware functionality with business needs;
• Innovation & Optimization: Researching emerging technologies to enhance time-tracking efficiency and user experience. Recommend and implement modern technologies for monitoring, troubleshooting and central management of software deployments

What you'll need to be successful

• Prior experience with hardware operated by employees, preferably timeclocks;
• Prior experience with it networking and hardware/software security aspects;
• Experience in various kinds of sensors/readers incl. testing and validation;
• Experience with hardware in a manufacturing industry usage is a plus;
• Deliver innovative, flexible, integrated solutions to meet customers changing business needs;
• Solid understanding, experience, and working knowledge of interaction between hardware and software;
• Exercise creative thinking and ideation to advance our business performance;
• Shows initiative on assignments, exercises independent judgment and professionally executes projects with little direction;
• Demonstrated proficiency in writing technical documentation;
• Comfortable with multitasking and customer presales activities;
• Demonstrated history of leading an engineering project and team;
• Strong proficiency in English, spoken and written

Personal qualifications

• Strong people skills, an engaging personality, and a natural ability to "lead the way"
• Structured work approach, a quality mindset, and a problem-solving attitude
• Skilled communicator in both writing and speaking
• Natural understanding of customers language and good cross teamwork skills

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work on cutting-edge technologies and innovative projects.
• Collaborative and inclusive work environment.
• Professional growth and development opportunities.