Operations Coordinator - Regional

About the role

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.

Responsibilities

• 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.

Skills & Qualifications

• 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.

Benefits

• Holiday entitlement of 15 days plus bank holidays (holiday year runs from 1st July - 31st June).
• 401(k).
• Health Insurance.
• Discretionary profit share bonus.