Hardware Success Specialist

• Proactive Monitoring & Outreach: Watch system-health dashboards to catch offline or malfunctioning hardware, then reach out through the channel most likely to get a fast response - call, text, or email - to drive it to resolution.
• Remote Troubleshooting: Walk non-technical store staff through resets, wiring checks, connectivity fixes, and configuration steps for GPS toppers and in-store displays.
• Replacement & Inventory Coordination: When a unit can’t be fixed remotely, coordinate the replacement - initiate RMAs, track outbound/return shipments, and keep hardware inventory records accurate so no store sits offline waiting on a part.
• Relationship Management: Build rapport with franchise owners and managers, shifting their perception of support from “fixing a problem” to “ensuring success.”
• Data Accuracy: Document every interaction and resolution in our CRM so the product team can pinpoint recurring hardware pain points.
• Deployment Support: Help newly onboarded stores get their initial hardware setup right the first time.

What Success Looks Like

This is a measured role. Within the first 90 days you’ll be expected to own a defined book of stores and move the metrics that matter:

• % of hardware issues caught proactively - before the customer reports them.
• Mean time to resolution (MTTR) - from issue detected to unit back online.
• Fleet uptime / hardware health % - across your assigned stores.
• Proactive contact rate - outreach completed on flagged units within target SLA.

What You Bring to the Table

• A Builder’s Instinct: You like solving puzzles and helping people feel empowered by technology - you’re the one who fixes the Wi-Fi before anyone else notices it’s slow.
• Communication Mastery: You can translate tech-speak into plain English for a store manager who’s in the middle of a dinner rush.
• Tech Literacy: Comfort with basic hardware components, Wi-Fi/cellular connectivity, and SaaS monitoring tools.
• Persistence: You don’t leave one voicemail and walk away. You follow up across channels until the store is back online.

• Growth Potential: As we scale, the Success team is the frontline for new processes and leadership opportunities., * 1-2 years in Customer Success, Technical Support, or Account Management.
• Experience with CRM and support tools (e.g., Salesforce, HubSpot, Jira).
• Exposure to IoT, GPS, or connected-hardware support is a strong plus.
• A background in food service or delivery is a major plus - you already know their world.

Note: This role is the front line of hardware uptime. If you’re the type who spots a problem and fixes it before anyone else even notices, you’re exactly who we’re looking for.

• Strong Package: Competitive pay, 401(k) match, full health benefits, PTO, and company-paid holidays., * 401(k)
• 401(k) matching
• Dental insurance
• Paid time off
• Retirement plan
• Vision insurance

Why Drivosity?

• Real Impact: Your work directly affects driver safety and the efficiency of delivery businesses nationwide.
• More Than Tracking: We’re a safety and productivity company, not just a hardware vendor.