Role Purpose
The Hardware Engineer (Repair Centre) is the technical authority embedded within a repair centre.
This role bridges the gap between hands-on repair operations and engineering-level quality governance. It exists to ensure that every repaired terminal leaving the centre is fit for redeployment, that technician capability continuously improves, and that quality failures are understood, root-caused, and eliminated.
Key Responsibilities
Technician Training & Capability Development:
Deliver structured onboarding training for new repair technicians covering: terminal architecture, common fault patterns, repair procedures, ESD discipline, and work-tool usage for each supported model
Conduct ongoing skills assessments and refresher training, with focus areas driven by rework data and QA rejection trends
Train QA on terminal test
Maintain a Technician Skills Matrix per individual, track competency by terminal model and repair category
Provide real-time technical training.
Rework & Rejection Analysis:
Review QA rejections categorise by fault type, terminal model, repair type, and responsible technician
Track rework rate per technician and per terminal model; identify any individual or model exceeding acceptable rework thresholds
Investigate and address recurring rework patterns, determine whether root cause lies in technician skill, spare-part quality, work-tool condition, or repair procedure gaps
Escalate systemic issues to the HE Manager
Technical Issue Supervision & Escalation:
Act as first-line technical escalation for any fault or behaviour that repair technicians or QA cannot resolve or categorise
Supervise and guide diagnosis of complex or intermittent faults; determine whether a unit should be repaired, re-routed, or nominated for deprecation
Liaise with the OEM evaluation team and spare-parts procurement on technical issues that may originate from components or firmware rather than the repair process
Document all escalated technical issues with RCA outcome and corrective action taken.
Overall Repair Quality:
Hold accountability for the quality metrics of the repair centre: rework rate, 30/60/90-day field return rate for repaired terminals, and refurbished spoil rate contribution
Conduct regular quality audits of the repair center — process adherence, workstation cleanliness, ESD discipline,and tool usage.
Serve as the primary quality point-of-contact for the repair centre within the Hardware Engineering department
Work Tools & Workstation Management:
Maintain a calibrated inventory of all repair work tools: confirm each technician''s bench is equipped with the correct tools for their assigned terminal models
Conduct periodic work-tool condition checks — verify tools are functional, calibrated where required, and used correctly; reject or replace any tool that is degraded or misused
Train technicians on correct tool usage and enforce tool discipline (e.g. correct soldering iron temperatures, proper use of ESD mats and wrist straps, torque driver settings for screws)
Escalate delays in tools replacements or additions; do not allow tool shortfalls to persist as a silent contributor to repair quality failure.
Deprecation Spot-Check (BTR Oversight):
Review and spot-check all terminals nominated for Beyond Repair (BTR) deprecation to confirm only genuinely non-repairable units are being written off
Challenge and return to repair any unit where a viable repair path exists; document justification for each spot-check decision
Work closely with the BTR Technician to align on deprecation criteria and ensure consistent, evidence-based write-off decisions across the centre
Track the deprecation rate and flag unusual spikes to the Head of HE as a potential indicator of skill gaps, or parts availability issues.
Spare Parts & Components RCA:
Investigate and document any quality issues arising from spare parts: infant mortality, high failure rates on specific batches, or recurring post-repair failures linked to component quality
Escalate insufficient or unavailability of spare part that contributes to repair quality or efficiency
Manage spare parts usage to ensure minimal consumption while maintaining repair quality, Investigate and address high usage of spare parts.
Provide technical input to the OEM/procurement team on part performance; recommend acceptance criteria or supplier changes where supported by failure data
Maintain a parts quality log tracking batch numbers, failure rates, and disposition decisions (reuse, quarantine, return to supplier)
Technical Support:
Provide direct technical support to repair technicians, QA, Part Assessment Technicians, and BTR Technicians on any hardware and firmware.
Qualifications & Experience
Required:
Minimum of an OND / HND or B.Sc. in Electrical/Electronics Engineering, Computer Engineering, or related field
Minimum of 2 years of experience in electronic device repair, field service, preferably in POS terminal, mobile, or fintech hardware
Practical knowledge of hardware troubleshooting and tools: PCB,battery systems, and firmware
Experience training or coaching junior technicians in a hands-on workshop environment
Ability to read fault data, identify patterns, and communicate findings clearly in written form.
Preferred:
Prior experience in a multi-model repair centre covering volume terminal repair
Familiarity with RCA of hardware failure
Experience with work-tool management and ESD discipline in a repair environment.