Hardware Specialist (d/f/m)

As a Hardware Specialist your responsibilities will include:

Hardware Lifecycle Management: Lead the deployment, maintenance, and decommissioning of devices, maintaining proactive communication with CSMs, CX Specialists and the US Hardware team.
Logistics & Order Coordination: Oversee hardware orders, replacement processes and return management, ensuring seamless seasonal planning to meet customer demand.
Remote & On-Site Onboarding: Provide expert technical guidance during the setup phase via video calls or occasional on-site visits to ensure a seamless "plug-and-play" experience for event organisers.
Inventory Control & Data Integrity: Maintain and optimise hardware inventory lists and tracking tools, utilizing Excel and dedicated management software to ensure absolute data accuracy.
Incident Response & Support: Actively manage hardware-related customer service requests and lead incident response efforts to resolve technical issues swiftly.
Fulfillment & Shipping Excellence: Own the physical preparation, packing, and on-time shipping of hardware devices to ensure customers are always event-ready.
Season Card Campaign Management: Coordinate specialised Season Card printing campaigns by receiving inquiries, managing the printing process and ensuring timely delivery to end customers.
Internal Enablement & Training: Design and conduct hands-on training sessions for internal teams on printer operations and hardware troubleshooting to scale knowledge across the organization.
Operational Workflow Optimisation: Continuously refine internal workflows and streamline customer communication regarding hardware fulfillment in close alignment with Customer Success Managers.
Strategic Product Feedback: Partner closely with Product and Engineering teams to identify recurring hardware defects and provide actionable feedback to improve long-term reliability.
Demand Forecasting & Planning: Build and maintain data-driven forecasting models for hardware demand to prevent supply chain bottlenecks during peak seasonal periods.
Technical Documentation & Self-Service: Create and manage high-quality technical guides, video tutorials and Help Center articles to empower customers to install and troubleshoot devices independently.

What you will need to succeed in this role:

Educational Background: Successfully completed vocational training with a technical focus or a university degree.
Passion for Technology: A strong passion for technology and a deep interest in understanding complex technical interdependencies.
Technical Aptitude & Learning: A quick learner with the ability to rapidly master new technical systems, devices and software platforms.
Operational Rigor: A structured, organized and independent approach to work, ensuring high-quality output across all tasks.
Excellent Time Management: The ability to prioritize tasks effectively and maintain composure during high-pressure seasonal peaks.
Hardware Logistics Expertise: Ideally, initial experience in hardware logistics, particularly with the use of Scalefusion.
Analytical Thinking: The capacity to identify trends in hardware defects and translate them into actionable recommendations for Product teams.
Customer-Centric Communication: The ability to deliver clear, professional technical guidance tailored to the needs of different audiences.
Proactive Problem-Solving: A natural talent for identifying bottlenecks and designing scalable, data-driven processes to improve speed and quality.
Adaptability: The capacity to switch between diverse tasks and thrive in a dynamic, fast-paced environment.
Excellent German and English writing and communication skills — fluency in other languages is a plus