Field Services & Repair Administration Management - Senior Manager
Ingenico Group
Alixan, France
| Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do. |
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Context & Responsibilities
Within the Global Operations team at Ingenico, you will lead a team responsible for preparing and deploying maintenance training for Ingenico maintenance centers.
You will be involved across the entire Product Life Cycle (PLC) to prepare deliverables required for the introduction of new products, including:
- Technical documentation (terminals and processes)
- Software loading solutions
- Software loading tests and their validation
After production launch, you will ensure post-delivery support as well as the management of evolutions requested by regions.
You will lead and participate in synchronization meetings with regions to optimize training journeys and contribute to Lean projects, with the objective of increasing productivity and reducing costs.
The role operates in an international environment, with a team based in Valence (France) and Fuzhou (China).
Key Responsibilities
Team Leadership
- Lead the team, clearly define roles, responsibilities, and cross-functional functions
- Organize and plan technical training sessions in coordination with regions
- Ensure regular follow-up with regions to maintain a high level of satisfaction
Coordination & Delivery
- Coordinate actions with R&D and NPI Operations teams to ensure deliverables availability according to the defined schedule for maintenance centers
- Ensure proper execution, validation, and delivery of deliverables in a controlled and monitored environment
Technical & Product Contribution
- Actively participate in new product development projects
- Support product development by integrating repair center needs to minimize introduction and maintenance costs for new product lines
Continuous Improvement
- Monitor and implement hardware evolutions in repair centers (ECR / ECO)
- Actively contribute to feedback from repair centers to R&D
Reporting & Communication
- Provide regular reporting to management and stakeholders
- Track and communicate:
- Progress of internal projects
- Status of regional requests (tickets, projects, etc.)
- Training plan
- Alerts, risks, and potential deviations
- Team capacity and future needs
Managing Complexity
- Lead topics of varying complexity, ranging from:
- Specific software developments addressing identified needs
- Quality alerts management
- Process evolutions with significant operational impact
Profile Required
Education & Experience
- Engineering degree (Electronics or Project Management), with a strong industrial background in electronic goods assembly
- Minimum 3 years of experience in maintenance of Ingenico terminals
- Good knowledge of Ingenico product lines
- Solid understanding of project management and software development
Technical Skills
- Strong understanding of hardware/software interactions (embedded and non-embedded)
- Knowledge of continuous improvement methodologies (Kaizen, 5S, VSM, Six Sigma)
- Proficiency in tools: SAP, Jira, SharePoint, SQL, Microsoft Office (Word, Excel, PowerPoint)
- Strong communication, negotiation, and adaptability skills in a multicultural environment
Languages
- French: Fluent
- English: Minimum B2 level
- Spanish and/or Chinese: a plus
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As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.
Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
We want to adapt our processes and create a safe work environment that welcomes everyone.
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