Operations

• Identify, implement, and manage EU warehouse and/or 3PL partners for storage, relabelling, and reboxing activities.
• Own inbound and outbound coordination for EU inventory movements.
• Establish and manage basic 3PL SLAs, performance metrics, and escalation paths.
• Ensure correct handling and documentation for dangerous goods and cold storage where applicable.
• Act as the operational bridge between Commercial / Distributors, and Operations.
• Coordinate installs, RMAs, consumables deliveries, and hardware demo logistics with Global Distribution Manager.
• Ensure operational readiness ahead of installs and demos (stock, spares, consumables, documentation).
• Track EU and APAC sales orders from SO through shipment, delivery, and installation.
• Maintain clear visibility of order status, logistics readiness, and install scheduling for the region.
• Proactively highlight delivery, customs, stock, and resource risks.
• Support project management of early-stage operational initiatives, working directly with the Senior Manager, Operations.
• Build and maintain pivot tables, dashboards, and KPI reporting to support day-to-day execution and APAC scale readiness.
• Own and maintain EU warehouse and APAC distributor operations SOPs and checklists.
• Ensure Incoterms-specific workflows are documented and followed.
• Continuously improve operational workflows as scale increases.

APAC and EU Operations Coordinator

QA Automation Engineer

• Support production by building sub-assemblies and assisting with hands-on hardware assembly to relieve manufacturing capacity constraints and accelerate training.
• Support in resolving gaps and ensure software vs hardware issues are clearly distinguished.
• Support root cause analysis of system failures through in-house testing, remote diagnostics, and collaboration with software and product teams.
• Assist in ticket triage related to new product issues to ensure fast, accurate escalation and closure.
• Contribute to internal documentation, fault-finding guides, and work instructions based on early product learnings.
• Assist in automation to increase operational efficiency and workflows
• Own and manage the customer ticketing system end-to-end, ensuring timely resolution, clear ownership, and accurate, consistent metadata logging for actionable insights.
• Act as the bridge between customers, field service engineers, and software teams to distinguish hardware, software, and IT-related issues.
• Deliver hands-on service support including diagnostics, repairs, scheduled preventative maintenance, and on-site or remote troubleshooting.
• Prepare and file repair and maintenance reports in line with internal reporting standards.
• Analyze fleet and service data to identify trends in failures, system usage, customer behaviour, and service contract churn.
• Proactively segment the customer base by health, satisfaction, and renewal likelihood.
• Gather and report structured customer feedback to the Senior Manager, Operations relating to experience, new feature requests, and product improvements.
• Develop and recommend data-driven strategies to improve service contract renewals in collaboration with the commercial team.
• Build and maintain automation, dashboards, and KPI reporting for service performance, escalations, and recurring issues.
• Generate regular reports on ticket trends, root causes, and product reliability to inform quality, engineering, and product roadmaps.
• Contribute to the internal knowledge base including troubleshooting guides, FAQs, and service workflows.

ONI

APAC and EU Operations Coordinator

Hardware Integrations – Automation Engineer