Customer Service and Operations Coordinator

2 weeks ago

Melbourne, Victoria, Australia Zeitview Full time
Objective
Zeitview (formerly DroneBase) is the leading intelligent aerial imaging company for high-value
infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk
and improve build quality. Zeitview serves customers in the solar, wind, insurance, construction, real
estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is
active in over 70 countries.
This position is responsible for the management and execution of operational activities across this
Zeitview industry vertical. In doing so, you relentlessly seek to expand Zeitview's value proposition by
originating business opportunities and gaining access to new prospects to grow this important
segment. In this role, you will manage multiple, simultaneous field projects, while joining a team of
Operations Coordinators; this requires leadership, people skills, and the ability to clearly communicate.

Responsibilities:

  • Oversee customer engagements, from booking to delivery, demonstrating operational excellence
resulting in delighted customers.

  • Strategic prospecting new and existing customers for business opportunities for Zeitview's
full-service asset inspection solutions

  • Project manage field operations for data collection, solving / escalating issues that arise, while
proactively communicating with, and setting customer expectations.

  • Promote Zeitview value proposition to specific market segments by providing solutions to help
the customer meet or exceed business objectives

  • Work with Operations Manager to develop detailed project plans with the goal of providing an
excellent customer experience while maintaining margins.

  • Coordinate with customers and contractors to understand logistics and scheduling constraints
in order to support efficient and safe project execution

Demonstrate adaptability, enabling quick responses to a shifting reality and adjust initiatives

and priorities accordingly.

  • Organizational skills and the flexibility to jump from priority to priority, which are essential to a
role that juggles a variety of functions and projects.

  • Collaborate with the team on goal setting, and the development & management of departmental
objectives and key results.

  • As part of a global operations team, identify and address gaps in processes and procedures,
resulting in improved, streamlined workflows.

  • Work with the global operations team to address regional specific constraints regarding
personnel scheduling, data quality control, maintenance, field troubleshooting, and safety.

  • Responsible for ensuring written documentation and training on procedures and workflows are
kept current.

  • Collaborate with Product, Development, Hardware and other support teams on operational
requirements needed to meet customer deliverables and departmental priorities.

  • Build and develop relationships with senior operations leaders for increased efficiency and
effective responsiveness into existing operations,

  • Utilize proven RCA methodologies and tools to identify basic or causal factors in deviations in
quality or variances in performance to eliminate repeated occurrences, optimize performance,

and prepare reports and/or presentations to summarize findings for internal and external

stakeholders, performing follow-up assessments to measure effectiveness.

  • Track activity and maintain accurate records in applicable CRM and ERP systems
  • All other duties as assigned
Knowledge, Skills and Abilities

  • Bachelor's degree or higher.
  • A minimum of two years experience in project managing customer focused field operations.
  • A minimum of two years of relevant energy industry related experience is an added
advantage.

  • Knowledge of UAV operations is an added advantage.
A high degree of creativity, foresight, and mature judgment in planning, organizing, and

guiding extensive operational programs and activities

  • Excellent planning, scheduling, and project management skills with the ability to work both
independently and in team settings.

  • Able to work remotely and direct or coordinate effectively with a fully remote workforce.
  • Solid computer skills (e.g. Google and Officesuite, Slack, Asana).
  • Excellent written and verbal communication skills.
  • Able to travel for shortterm engagements.
  • The ability to move safely over uneven terrain or in confined spaces.
  • Able to sit, stand for long periods of time

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