Customer Service and Support Coordinator

We attract, develop, and retain a high-performance workforce, comprised of people with diverse backgrounds and a shared drive for excellence. We strive to foster a positive and inclusive work environment that helps employees, and communities, thrive.

**Our Purpose**:
TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

Based in Auckland, Quantifi Photonics is proud to be part of the Teradyne family, combining New Zealand’s innovative spirit with the resources of a global leader in test, automation, and robotics. We’re growing fast, tackling increasingly complex challenges, and are looking for passionate, talented people to help take Quantifi Photonics to the next level.

Quantifi Photonics designs and manufactures advanced optical and electronic test instruments that enable engineers to develop and scale up next-generation photonics technologies. Our customers include global tech companies, leading universities, and world-class research institutions in over 25 countries; working across R&D, high-volume manufacturing, defense, aerospace, and academia.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

**Opportunity Overview**:
Be the driving force behind an innovative customer service and support department, “owning” the department and managing all processes to enable goal achievement.

This position is critical to the success of providing valuable customer experience, by actively communicating with customers, being empathetic towards their issues and providing an efficient resolution to the issues.

You will be responsible for creating and updating effective customer service procedures, policies and standards, and ensuring smooth day-to-day operations of the Customer Service and Support department, for all our Global customers.

Customer Support:

- First point of contact with the customer is to understand the issues they are experiencing.
- Ensure all customer issues and requests are logged in JIRA Service Management, with complete documentation of all related communications within the support ticket
- Troubleshoot the issue, ensuring all technical areas have been covered and investigated, including the warranty period.
- Manage and Maintain the Customer Support Knowledge page in Confluence which comes with troubleshooting, knowledge and support process

Manage product calibration and service sales activities:

- Setting up a calibration schedule for existing customers, and a pipeline of recurring service.
- Contacting and quoting customers for product calibration services.
- Booking and coordinating calibration requests with the Production team.
- Log calibration activity and revenue in the company systems (CRM/ERP).
- Initial inspection and diagnosis/quality checks on incoming instruments before passing to the production team for both RMA and calibration. Completion of AS FOUND reports paperwork in the system, including updating jobs for any extra tasks required. Communication to Manufacturing team.
- Managing the OQC process for RMAs and product calibrations, ensuring that all AS FOUND parts are included, properly packed, and securely prepared for shipment.

Demonstration/Loan units:

- Check all outgoing and incoming loan instruments for defects, provide a report on instruments for outgoing to be sent to end user as proof of condition, compare the report with incoming and liaise with business on any damage or issues to determine if charges are appropriate

Product Portfolio:

- Be familiar with all the current products available, and understand the technical functionality

Continuous Improvement:

- Develop customer satisfaction goals and coordinate with the teams to meet them.
- Analyze all service activities to provide statistics and detailed reports for review.

**All About You**:
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.
- Relevant Tertiary Education - in Business, Electronics, Technical Sales.
- Five years’ experience in technical sales and/or customer service
- Strong Microsoft Office skills
- Excellent attention to detail

**Benefits**:
At Quantifi Photonics, you’ll work at the forefront of photonics technology, solving challenging problems that have real-world impact. You’ll be part of a collaborative, supportive, and innovative team where your expertise will directly influence the success of our products and company growth.

Health insurance

Paid birthday off

Great staff facilities, (lunchroom outdoor