Title : Technician - Operations Support

Purpose

Fulfil a variety of tasks and support roles in the core Order Fulfilment process in particular the Logistics and Order Entry areas, delivering levels of quality and performance to ensure we meet or exceed the company’s and our customers’ requirements and expectations.

Title : Technician - Operations Support

Purpose

Fulfil a variety of tasks and support roles in the core Order Fulfilment process in particular the Logistics and Order Entry areas, delivering levels of quality and performance to ensure we meet or exceed the company’s and our customers’ requirements and expectations.

Specific Duties & Responsibilities

Hearing Aid and Accessory Quality Control

• Check all orders to ensure order fulfilment is 100% accurate
• Perform quality control check for the order, conduct a functional and electroacoustic test of the device in an efficient manner taking account of other work steps.
• Record pass/fail criteria and ensure failures are sent for rework. 
• Meet (or exceed) required quality and efficiency standards

New Orders – Pick, Pack & Dispatch

• Mail sort – unpacking and sorting of incoming mail efficiently and in a timely manner.
• Hearing aid orders are picked and accurately delivered to the correct staging areas promptly.
• Product packaging and accessories are picked accurately according to process work instructions
• Pack and dispatch tasks are completed with very high accuracy and productive work rate taking into account due dates and urgency.

Stock Management

• Low or nil stock situations are raised promptly with the appropriate process owners
• All inventory consumed or recovered is accounted for on the appropriate documents
• Assist with cyclical or periodic stock take as required.

Order Entry

• Raise product and repair orders in the system and enter correct customer data
• Search and verify customer device history for repairs and remakes
• Trim and scan customer ear impressions for custom product orders.

 Order Configuration

• Enter order details and customer options as required for each order type:

o      Custom product order

o      Repair or remake order

o      Standard product order

• Capture and store customer device data in the computer system (repair process).
• Release orders for local or global production processes as required
• Prepare picking lists for orders as required.

Flexing into other duties 

• Flex to support other tasks and/or teams depending on workflow, workload and the need, as directed by your supervisor.

GENERAL DUTIES & RESPONSIBILITIES

Health and Safety

• Demonstrate through your actions a commitment to Health and Safety at work
• Take reasonable care of your actions (or lack of) to ensure you don’t cause harm to others
• Comply with company policies, procedures and instructions on working in a safe, healthy way.

Performance

• Always work to meet or exceed the required quality and productivity standards
• Prioritize workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard
• Responsibly manage costs and resources within your accountability level
• Participation in Company stock takes as required.
• Undertake other duties as may be required by the company from time to time.

Behaviours

• Uphold the Company’s’ Vision, Mission and Values.
• Support and help develop a positive workplace culture.
• Foster a spirit of team co-operation and unity in others by supporting all team members 
• Practice good interpersonal communication skills, use open, honest and respectful communication
• Be punctual and work the hours and times agreed to
• Comply with all reasonable and lawful instructions and directions issued by the Company

Personal Development

• Promptly attend and complete mandatory training courses as required
• Demonstrate a willingness to develop skills, knowledge and expertise appropriate to your role
• Engage and participate in the company’s performance management and development processes
• Actively seek out additional training courses and learning opportunities as appropriate.

SKILLS, EXPERIENCE & EDUCATION

Education

• NCEA 2 minimum.
• Experience working with small tools, components, or electronics in a hands-on environment is desirable. This could include manufacturing, assembly, electronics, automotive, mechanical, repair, technical, or similar industries requiring precision and attention to detail.

Work Experience and skills (should include)

• Accurate data entry and typing skills
• Good dexterity - experience with small hand tools.
• Roles requiring attention to detail and detail analysis
• Competent with standard Office applications - word, excel, outlook and ERP systems
• Proven ability
  • to foster a cooperative work environment
  • to work effectively with diverse people
  • to make intermediate administrative/procedural decisions and judgments
  • to maintain quality and safety control standards
  • to understand and follow specific instructions and procedures