Operations Coordinator - Regional
Reporting to the Core Operations Manager, the Operations Coordinator – Regional is responsible for the calibration of customer return equipment and supporting with first-line technical support in their designated territory. The role ensures compliance with ISO17025 standards and efficient processing of inbound and outbound of customer equipment.
Key responsibilities include:
- Supporting with first-line support for customer queries.
- Calibration of products and compliance with ISO17025.
- Processing customer returns, upgrades, recalibrations, and repairs.
- Collaborating closely with OXTS Ltd to ensure process alignment.
- Supporting sales administration, stock control, and export activities where required.
First Line Support
- Support the Customer Support Engineers by assisting with first-line technical queries raised through the ticket system.
- Diagnose and troubleshoot common technical issues, providing solutions where possible.
- Escalate complex issues requiring further investigation to Customer Support Engineers.
- Follow structured troubleshooting workflows to ensure consistency in support responses.
- Document common queries and resolutions to enhance internal knowledge sharing.
Calibration
- Calibrate OXTS products in accordance with relevant work instructions.
- Issue calibration certificates, subject to appropriate authorisation.
- Maintain an understanding of ISO17025 and its application to calibration activities.
- Identify and communicate non-conformities to Quality, working with process engineering and Customer Support Engineers to implement improvements.
- Escalate calibration issues to the Core Operations Manager and Process Engineering.
- Ensure monthly execution of the golden unit calibration and dispatch to OXTS Ltd.
- Work with OXTS Ltd Service & Repair team to ensure customer returned equipment to the UK is completed within agreed service level agreements (SLAs).
- Ensure laboratory compliance with ISO17025 requirements.
- Persistently track and complete recalibrations within necessary time limits.
- Report monthly metric of how many calibrations were performed (standard and ISO calibration).
Customer Returns and Inbound Testing
- Receive, check, and book-in customer equipment returned for upgrades, recalibrations, and repairs.
- Perform initial verification tests to assess functionality.
Warranty and Servicing
- Carry out activities documented in Operating Procedures "P7A Warranty and Servicing, Field" and "P7B Warranty and Servicing, Head Office"
- Assess customer returned equipment
- Perform necessary servicing & repair work
- Maintain and update records associated with warranty, servicing & repairs
- Keep the Commercial and Sales Admin teams updated on the progress of customer returned products
Product Finalising
- Apply customer feature codes to completed products.
- Update ERP/MRP system with product status.
- Verify that product kits are complete and fully operational before shipping.
Stock Control
- Maintain appropriate stock levels of calibration, service, repair and operational consumables.
- Re-stock essential items and maintain accurate inventory records.
- Update and manage records associated with goods-in and stock levels.
- Support stock takes and inventory checks as required.
- Support kitting or preparation of parts for customer/service requirements where applicable.
Customer Order & Service Administration
- Coordinate with Export and Sales Administration teams to ensure customer service documentation, dispatch paperwork and invoices are processed accurately and issued in line with agreed processes.
- Act as the regional Operations point of contact for customer return equipment, ensuring service activities progress efficiently from receipt through to dispatch.
- Arrange shipping and collection of customer return equipment where required.
- Work with courier providers and internal teams to support efficient shipment of customer equipment.
- Conduct final quality checks and ensure equipment is packaged correctly prior to dispatch.
Health & Safety
- Ensure compliance with health and safety regulations when handling hazardous materials.
- Maintain a clean and organised workplace to support efficient and safe business operations.
- Take proactive steps to comply with statutory regulations, company policies, and industry best practices.
Other
- Other duties as required
- Strong organisational skills – able to manage calibration, returns, and support tasks efficiently.
- Confident communicator with the ability to build relationships across teams and with customers.
- Experience working with ERP/MRP systems and maintaining accurate records.
- Hands on technical experience, including first line diagnostics, troubleshooting customer issues, and supporting calibration and verification activities in line with ISO17025.
- Competent in using test equipment, following technical work instructions, processing firmware/feature codes, and updating product status within ERP systems.
- Methodical approach with strong attention to detail and problem-solving ability.
- Flexible and adaptable – comfortable handling shifting priorities in a technical/Operations environment.
- Positive and proactive attitude, focused on teamwork and continuous improvement.
- Holiday entitlement of 15 days plus bank holidays, the holiday year runs from 1st July - 31st June
- 401(k)
- Health Insurance
- Discretionary profit share bonus