Ingenico

IT Support

• Oversee the end-to-end Helpdesk operations for the Americas region, ensuring consistent and effective daily performance.
• Manage a team of 12 agents (via supplier) handling inbound/outbound merchant calls and operational support tasks.
• Ensure timely handling of critical activities such as invoice processing, purchase orders, hardware requests, and warranty-related projects to prevent revenue loss.
• Supervise Salesforce case management, with responsibility for approximately 4,500 activities per month.
• Establish structure and clarity across multiple layers of Helpdesk processes and workflows.
• Act as the primary point of contact for the Helpdesk supplier, managing performance, delivery, and resourcing.
• Drive and oversee a structured service improvement plan to enhance operational effectiveness and service quality.
• Identify gaps and opportunities to transform the Helpdesk into a higher-performing, customer-centric function.
• Monitor and enforce SLAs, KPIs, and service standards to ensure accountability and continuous improvement.
• Lead governance cadence including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational audits.
• Serve as the named lead for all Helpdesk-related customer and internal escalations.
• Partner closely with Sales, Operations, and other internal stakeholders to align Helpdesk output with business priorities.
• Ensure the Helpdesk function effectively supports revenue-generating activities and sales enablement.
• Own financial management of the Helpdesk function, including processing and tracking all supplier-related purchase orders.
• Ensure adherence to financial timelines and processes to avoid delays in PO approvals and deliveries.
• Maintain budget oversight and ensure alignment with financial targets and operational needs.

Helpdesk Manager

Support Engineer

• Provide engineering support related to Ingenico terminals, services, and solutions.
• Troubleshoot and resolve complex issues across hardware, software, and network environments.
• Deliver technical support and guidance to customers.
• Travel to customer locations for on-site diagnostics.
• Develop and maintain detailed documentation.

Terminal Support Engineer

Procurement

• Manage sourcing activities for industrial components, including supplier identification, evaluation, and selection
• Develop and maintain a reliable supplier base to ensure supply continuity and performance
• Monitor supplier performance (cost, quality, delivery) and drive improvement actions
• Support contract negotiation and contribute to cost optimization initiatives
• Track market conditions (capacity, pricing, risks) and provide inputs to support sourcing decisions
• Ensure timely and secure supply in coordination with planning and production teams
• Proactively manage supply risks (shortages, delays) and escalate critical issues
• Collaborate closely with Engineering, R&D, Production, Planning, and Quality teams
• Support new product introduction (NPI) and industrialization phases
• Follow up on purchasing KPIs and contribute to continuous improvement initiatives

Production Purchasing Specialist

Compliance

• Setting the scope and framework for the Group Compliance function
• Collaborating with operational teams to identify gaps and translate them into practical processes
• Developing and implementing compliance monitoring programs
• Preparing reports for executive leadership and regulators

Compliance Operating Officer

Android Engineer

• Design, develop, and maintain robust Android applications for payment terminals
• Mentor and coach developers transitioning from embedded C/C++ to Android
• Review, challenge, and actively refactor code to improve quality and maintainability
• Define and enforce best engineering practices (architecture, testing, documentation)
• Strengthen CI/CD pipelines, automation, and overall software industrialization
• Introduce and scale AI-driven practices in the development and delivery process
• Collaborate with product teams and coordinate with certification laboratories
• Ensure compliance, performance, and reliability of delivered software

Helpdesk Manager

Terminal Support Engineer

Production Purchasing Specialist

Compliance Operating Officer

Lead Android Developer