The Company Smartbox creates technology that gives a voice to people who are unable to use speech to communicate. Our products include a combination of specialist hardware, software and content used by people with disabilities worldwide. We are one of the leading companies in the field and pride ourselves on our innovative products and high levels of customer service. Everything we do is driven by a passion to improve the lives of people that use our technology. At Smartbox, we believe everyone has the right to a voice. This is the principle the company was founded upon nearly 20 years ago, and it remains true today. Our users represent a diverse community of individuals, and we strive to support them by promoting an inclusive culture within our team. Smartbox operates out of offices in Great Malvern and Bristol in the UK, and in Pittsburgh in the USA. The wider Smartbox Group includes subsidiary companies in Germany (Rehavista) and the US (Talk to Me Technologies). In total, we are a team of around 500 people. The role In this role, you will be a key member of our team and make a difference to people using alternative communication across the US and beyond. The primary responsibility of this role is to coordinate, perform, and ship repairs following Smartbox repair procedures. Secondary duties will include production and other tasks as required by the needs of the business. Key Responsibilities: Repairs: - Clean/decontaminate equipment as required - Update repair log spreadsheet daily to maintain a clear status record of current repairs - Provide consistent internal and external customer status updates throughout the repair process to management - Communicate with users, partners and support providers about our software, hardware and our repairs process - Assess equipment and procure necessary repair/replacement parts, ensuring timely delivery and efficient use of company resources - Provide estimates/quotes for any "out of warranty" device repairs - Perform system repairs and log details following departmental procedures - Ensure all quality assurance processes are completed accurately on repair devices - Ship completed repairs back to customer or partner network - Reorder stock to maintain accurate repair parts inventory - Regularly report on repair trends Secondary Responsibilities Production: - Pre-assemble devices to meet customer needs - Configure equipment to meet each order specification - QA each product prior to shipment to ensure accuracy - BC notation to help maintain accurate records - Ensure documentation and business system transactions are processed based on specific guidelines and timelines - Ensure health and safety guidelines are followed - Contribute to the continuous improvement activities within the business, making recommendations where appropriate - Attend and support external training days or company events when required - Travel as required to other Smartbox locations as needed Essential skills/attributes - Ability to follow detailed written and verbal instructions - Excellent attention to detail, time management skills and strong prioritization abilities - Positive and pro-active attitude with a "can do" approach - Effective communication throughout all levels of the business - Able to work independently and within teams effectively - Able to keep calm under pressure - Excellent written English skills