Hardware Operations Specialist
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Job Description
Hardware Operations Specialist overseeing customer deployments for connected vehicle hardware. Coordinating installations, vendor relationships, and training for successful hardware rollouts.
Responsibilities:
- Own every hardware customer engagement from order placement through go-live and stabilization.
- Schedule and coordinate every install with the customer, the vendor, and any third-party installers. Confirm site readiness, hardware delivery, install windows, and post-install validation.
- Run or coordinate customer training for every hardware deployment.
- Hold all hardware vendors to their commitments on lead times, install quality, support response, and warranty during the heavy install months. Push back firmly when SLAs slip. Escalate cleanly when needed.
- Place, track, and reconcile every hardware order. Confirm pricing, lead times, and delivery. Catch discrepancies before they become customer problems.
- Be the source of truth for the state of every hardware deployment in-flight. New customer orders, install schedules, training calendars, vendor escalations, customer issues — you know the numbers and the status, always.
- Flag risk early to leadership. Hardware delays, install slips, vendor issues, customer escalations — leadership should never be surprised by a hardware problem because you saw it first and raised it.
- Run a clean weekly operations review covering hardware deployments in flight, vendor performance, customer escalations, and what’s coming next.
- Be the go-to person across BusPlanner for anything hardware. Train Account Executives and Customer Success Managers on the hardware portfolio so they can speak intelligently in deals and renewals.
- Build and maintain hardware pitch decks, deployment timeline references, pricing references, and customer-facing FAQs. Keep them current as the portfolio evolves.
- When Sales is working a complex hardware deal, jump into the pre-sales process. Speak intelligently to prospective customers about our hardware, what deployment looks like, what timelines are realistic, and what the install resourcing model is.
- Scope the pilot, coordinate the pilot install, run the customer through what success looks like, and convert the pilot cleanly into a full deployment. Same person who runs the pilot is the same person who’ll run the full install — that continuity is the win.
Requirements:
- Hardware deployment experience. Demonstrated experience coordinating hardware rollouts at scale — ideally in connected vehicle, telematics, fleet IoT, or onboard technology. Geotab, Samsara, Verizon Connect, Zonar, Lytx, Holman, or similar backgrounds are a strong fit. Pupil transportation experience is a meaningful plus but not required.
- Project and program coordination. Comfortable running 20-50 active threads at once across customers, vendors, and internal teams. Power-user level skill with project tracking tools (Asana, Monday, Smartsheet, ClickUp, or similar) and ticketing systems (Zendesk, Jira, or similar).
- Vendor management track record. Real experience holding third-party vendors accountable — placing orders, reading SOWs, pushing back on missed timelines, escalating cleanly, and building relationships where your tickets get prioritized.
- Customer-facing polish. Calm under pressure. Strong written and verbal communication. Able to run a confident customer kickoff, deliver a training session, handle a frustrated district director, and brief leadership without drama.
- Detail orientation. Meticulous, detail-oriented, and allergic to ambiguity. You catch the gaps no one else sees and you don’t let things slip through — especially not into a customer’s go-live.
- Operating tempo. Comfort working at a pace that matches a company in growth mode, with shifting priorities and high stakes — and the judgment to know when to flex versus when to hold the line. Comfort with the seasonal rhythm of the role: heavy execution in peak season, strategic and enablement work in the off-season.
Benefits:
- Competitive salary and performance-based bonuses.
- Full health and wellness benefits.
- Flexible work hours and remote-friendly setup.
- Modern operations tooling and the autonomy to shape how the hardware deployment pipeline runs.
- A collaborative team culture focused on flawless customer deployments and being a true partner to the districts we serve.
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