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

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 wi