Hardware Operations Specialist
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AI Summary
The Hardware Operations Specialist will be responsible for customer support, operations, and technical problem-solving related to hardware products. This includes managing hardware orders, troubleshooting issues, and improving internal documentation.
About the Role
Nutrislice is hiring a Hardware Operations Specialist responsible for customer support, operations, and technical problem-solving across our hardware products. This role is ideal for someone who enjoys working directly with customers, solving real-world problems, and owning outcomes from start to finish. You’ll handle everything from placing and tracking hardware orders to troubleshooting issues with clients and improving internal documentation.This is not a purely technical or back-office role. Success in this position requires strong communication skills, sound judgment, and the ability to navigate situations where the answer isn’t always documented. This role reports to the Sr. Manager of Hardware Operations.
Responsibilities include:
Customer Support & Communication
- Communicate directly with clients via email and phone regarding hardware orders, delivery status, and issues
- Guide customers through troubleshooting steps, including live phone support when needed
- Translate technical concepts into clear, actionable instructions
- Take ownership of issues and ensure they are fully resolved, not just escalated
Hardware Operations & Logistics
- Place accurate hardware orders with vendors based on client requirements
- Track shipments, confirm deliveries, and resolve any issues with vendors or logistics
- Maintain organized records of hardware purchases, warranties, and inventory
Troubleshooting & Technical Support
- Diagnose and resolve issues with digital signage displays, media players, digital labels, and ticket printers
- Support inbound hardware-related tickets and drive them to resolution
- Collaborate with internal teams and vendors on more complex technical issues
Project Coordination
- Manage standard hardware implementations from order through deployment
- Support larger or more complex installations alongside the Sr. Manager
- Coordinate timelines, stakeholders, and installation logistics
Documentation & Process Improvement
- Test hardware setup and configuration instructions to ensure accuracy
- Update and improve documentation as hardware, software, and processes evolve
- Identify gaps in documentation and proactively create clear, usable guidance
Problem Solving & Ownership
- Diagnose issues that do not have documented solutions and determine next steps independently
- Operate effectively in situations where information may be incomplete or evolving
- Balance speed, accuracy, and customer experience when making decisions
Qualifications
- 2+ years in a customer-facing operations, support, or technical coordination role
- Strong communication skills, especially with non-technical customers
- Proven problem-solving ability and critical thinking skills
- Ability to manage multiple tasks and priorities independently
- Technical aptitude and comfort learning new systems quickly
- Experience with hardware, digital signage, or similar systems
- Familiarity with networking basics (Wi-Fi, IP addresses, connectivity issues)
- Experience with CRM tools, spreadsheets, & support platforms
Benefits include:
- Remote work - We are a remote-first company!
- Insurance - Health, Dental, Vision
- 401k with match
- Unlimited PTO
- Salary range of $55k-$65k
Important Details:
- No visa sponsorship available.
- Reference and background checks required before the start date.
- Applicants must reside in one of the following states to be considered for this position: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Maine, Michigan, New Jersey, North Carolina, Oklahoma, Pennsylvania, South Carolina, Texas, or Utah. If you do not reside in one of these states, please do not apply, as your application will not be reviewed.
Equal Opportunity Employer
Nutrislice celebrates diversity and is committed to creating an inclusive environment for all employees.
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