Job Description

Operations Coordinator - Regional

Department: Operations

Employment Type: Full Time

Location: Detroit, USA

Reporting To: Core Operations Manager

• 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.

Key Responsibilities

• 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.

• 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).

• Receive, check, and book-in customer equipment returned for upgrades, recalibrations, and repairs.
• Perform initial verification tests to assess functionality.

• 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

• 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.

• 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.

• 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.

• 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 duties as required

Skills, Knowledge and Expertise

• 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, the holiday year runs from 1st July - 31st June
• 401(k)
• Health Insurance
• Discretionary profit share bonus