Hardware Support Coordinator

**Be Part of Our Next Chapter**

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose
- _Creating Connections. Empowering Partnerships. Always Evolving_. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

Responsible for the workflow associated with the management, process and repair of Coates digital hardware.

**Duties & Responsibilities**:

- Assessment, diagnosis, and internal repair of faults across the range of Coates digital hardware - use benchmarking and testing tools to arrive at proper fault classification and make use of spare components where required; System Units - Indoor, Outdoor, Kiosk; Printers - Kiosk ;Scan Engines - Kiosk and ;Displays - Indoor and Outdoor
- Update and maintain in-house hardware fault tracking database - ensure records entered are detailed, concise and up to date
- Initiate and complete RMA procedures with suppliers and manufacturers where internal repair is not possible.
- Internal Support hardware spare pool management using: EXACT, Support tools built in-house, Working with Supply Chain and Logistics team where needed
- Warehousing duties - storage and movement of internal Support hardware
- Perform OS imaging and re-imaging, configurations, and firmware updates on digital hardware
- Using Support Ticketing Tool (Zendesk) and Support tools built in-house
- Action in-warranty hardware replacement requests across Indoor, Outdoor, Kiosk
- Action EOW hardware configuration requests when required.
- Work with Logistics team to dispatch hardware, considering cost and best possible ETA
- Effectively manage rollout device return and provide assessment on the hardware received and update the database with the details.
- Taking responsibility if the hardware in support and managing stocktakes with mínimal variance.

**Skills & Qualifications**:

- Degree in IT or Computer Science, helpful but not essential
- Systems Experience
- Ability to multi-task, possess excellent time and priority management skills and a have a self-motivated attitude. An eagerness to learn and high work ethic is highly desirable
- Ability to work in high pace, high intensity environment
- Brilliant troubleshooting skills and experience in a pressurised environment
- Current driver's license

**Competencies and Attributes**:

- You MUST have a desire to help customers with their problems
- Must have amazing customer support skills
- Highly organised and able to follow detailed processes
- Excellent communication skills, both verbal and written English
- Flexibility around working hours, potential for out of standard business hours work from time to time
- Organised and efficient
- Excellent at multi-tasking
- Passionate
- Resilient
- Detail Conscious
- Team Oriented

**About Coates**

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality - to create