Operations Coordinator - Regional

OxTS RD; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Profit share bonus

Holiday entitlement 15 days

Job summary

OxTS Ltd is seeking an Operations Coordinator – Regional in Detroit, USA. You will calibrate customer return equipment, provide first-line technical support, and ensure ISO17025 compliance while processing inbound and outbound customer equipment.

You will support with returns, upgrades, recalibrations, repairs, and stock control, collaborating with OXTS Ltd and regional teams to meet SLAs and export requirements.

Qualifications

• Strong organisational skills and the ability to manage calibration, returns, and support tasks efficiently.
• Confident communicator with the ability to build relationships across teams and with customers.
• Experience with ERP/MRP systems and maintaining accurate records.
• Hands-on technical experience, including first-line diagnostics and troubleshooting in ISO17025 contexts.

Responsibilities

• Support first-line technical queries from customers.
• Calibrate products and ensure ISO17025 compliance.
• Process customer returns, upgrades, recalibrations and repairs.
• Coordinate with OXTS Ltd for process alignment and service SLAs.
• Assist with sales administration, stock control, and export activities.

Skills

Organisational skills

Communication

Diagnostics

Troubleshooting

ISO17025 knowledge

Documentation

Calibration

Testing

Teamwork

Returns processing

Stock control

Tools

ERP/MRP systems

Test equipment

Job description

Operations Coordinator - Regional

Department: Operations

Employment Type: Full Time

Location: Detroit, USA

Reporting To: Core Operations Manager

Description

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.

Key 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, 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