Technician - Operations Support

Role overview

This position supports the core order fulfilment workflow, with a strong focus on logistics and order entry. The role is responsible for helping deliver accurate, efficient output that meets the organisation’s standards and customer expectations.

Key duties

The job covers a range of operational tasks, including quality checks on hearing aids and accessories, handling incoming mail, preparing and dispatching orders, maintaining stock records, entering and configuring orders in the system, and supporting other teams when workload changes.

Quality control for hearing aids and accessories

• Verify every order so fulfilment is completely accurate.
• Carry out functional and electroacoustic testing in an efficient way while keeping pace with other process steps.
• Log pass/fail results and route failed items for rework.
• Work to achieve the required quality and efficiency benchmarks.

New order processing: pick, pack and dispatch

• Open, sort and process incoming mail quickly and efficiently.
• Pick hearing aid orders and move them to the correct staging areas without delay.
• Select product packaging and accessories according to the work instructions.
• Complete packing and dispatch tasks with a very high level of accuracy and productivity, while considering due dates and urgency.

Stock control

• Flag low-stock or out-of-stock situations promptly to the relevant process owners.
• Ensure all stock used or recovered is documented correctly.
• Support cyclical or periodic stock counts when needed.

Order entry and configuration

• Create product and repair orders in the system using accurate customer information.
• Look up and confirm customer device history for repairs and remakes.
• Trim and scan ear impressions for custom product orders.
• Capture order details and customer options for custom products, repairs or remakes, and standard products.
• Store customer device data in the computer system during the repair process.
• Release orders into local or global production processes when required.
• Prepare picking lists for orders as needed.

Additional flexibility

You may be asked to move into other duties or support other teams depending on workflow, workload and business needs, as directed by your supervisor.

Health and safety

• Show a clear commitment to safe working practices.
• Take reasonable care to avoid harming others through your actions or inaction.
• Follow company policies, procedures and instructions to work safely and responsibly.

Performance expectations

• Consistently meet or exceed required quality and productivity standards.
• Set priorities so the most important work is handled quickly and to a high standard.
• Manage costs and resources responsibly within your area of accountability.
• Take part in company stock counts when required.
• Carry out other duties assigned by the company from time to time.

Behaviour and workplace conduct

• Act in line with the company’s vision, mission and values.
• Contribute to a constructive and positive workplace culture.
• Encourage teamwork and unity by supporting colleagues.
• Communicate openly, honestly and respectfully.
• Arrive on time and work the agreed hours.
• Follow all reasonable and lawful company directions.

Learning and development

• Attend and complete mandatory training promptly.
• Be willing to develop the skills and knowledge needed for the role.
• Take part in performance management and development activities.
• Look for further training and learning opportunities where appropriate.

Education, experience and skills

The ideal candidate should have at least NCEA Level 2. Practical experience handling small tools, components or electronics in a hands-on setting is preferred. Relevant backgrounds may include manufacturing, assembly, electronics, automotive, mechanical, repair, technical or similar fields where precision matters.

Strong data entry and typing accuracy are important, along with good manual dexterity and experience using small hand tools. The role also calls for attention to detail, the ability to analyse details carefully, and comfort using standard office software such as Word, Excel and Outlook, as well as ERP systems. You should be able to work well with different people, support a cooperative team environment, make intermediate administrative or procedural decisions, maintain quality and safety standards, and follow instructions and procedures carefully.

Equal opportunity statement

The employer is committed to fair treatment in hiring and employment, and considers candidates without discrimination based on ethnicity or national origin, religion, sexual orientation, marital status, gender, genetic identity, age, disability or any other protected status.