Role: Customer & Operations Support

• Reports to: Service Manager
• Staff reporting to role: Nil
• Location: Sydney ESL office

Key tasks & responsibilities

• Help Desk monitoring: Triage incoming emails and direct to appropriate person.
• Engineering Contractor booking: Manage contractor workload for repairs and scheduled Preventative Maintenance tasks.
• Travel planning and booking: Book and coordinate flights and accommodation for ESL staff and contractors.
• Maintain Instrument Database: Update and manage instrument database so that it can be a reliable source of information.
• Maintain GS1 Database: Update and manage GS1 instrument database
• Preventative Maintenance (PM) scheduling: Produce and implement 3-month plan for PM schedule, assign and book contractors where required.
• Monitor Service Agreements: Collaborate with Engineers to produce a condition report of instrument 1 month prior to agreement expiry. Provide condition reports to relevant Salesperson
• Spare parts logistics: Sending & receiving specialist tests and parts to overseas suppliers.
• Spare parts inventory (office): Assist with the maintenance and organisation of the ESL office inventory. Conduct bi-weekly inventory counts.
• Product ordering: Placing and tracking orders in Unleashed in conjunction with Engineers.
• Customer feedback: Coordinate customer satisfaction surveys and monitor customer complaints.
• Maintenance of Sub-contractor certification. Training, insurance, certification, calibrated, licencing

Role Type: Permanent part time

• Monday-Wednesday