Operations Coordinator
MELLON Albania, a member of MELLON Group of Companies, was founded in 2004 in Tirana.
Mellon is a pioneer in the payment industry and a pylon technological partner for banking, public sectors and big organizations, offering best in class products for each purpose and a variety of turnkey solutions.
Mellon Albania within the framework of its expansion, seeks to immediate recruit a Operations Coordinator to support and maintain the portfolio of products, such us: cash dispense machines (ATM’s), electronic parcel lockers, cash management machines, as described below:
Key Responsibilities
- Service Ticket Management:
- Monitor and handle incoming service requests for equipment repairs and field interventions due to malfunctions or failures.
- Register service requests in the internal ERP system and ensure accurate documentation.
- Coordination & Support:
- Collaborate with the technical servicing team to ensure efficient daily management of the product fleet (e.g., ATM network, cash management machines, etc.).
- Act as a liaison between external service partners and internal technicians to facilitate smooth execution of interventions.
- Track and oversee the planning and progress of support activities, ensuring timely updates to field technicians via email, phone, or video calls.
- Technical Troubleshooting:
- Assist in diagnosing and troubleshooting electronic systems and subsystems in a controlled lab environment.
- Identify unrepairable equipment and escalate as necessary.
- Support computer hardware troubleshooting and software updates, following documented instructions or guidance from senior technical personnel.
- Expertise & Training:
- Serve as the subject matter expert on the operation, capabilities, and maintenance of assigned electronic equipment.
- Provide operational training to supervisors and field technicians when necessary.
- Maintenance & Process Improvement:
- Follow standardized maintenance procedures and ensure required parts and tools are available for efficient repairs.
- Identify recurring field maintenance or operational issues and recommend improvements to streamline processes and enhance efficiency.
Requirements
- Technical diploma in a relevant field.
- 1-2 years of experience in Operations, IT support, or Technical Help Desk functions. (Experience in help desk services, large-scale customer support, or back-office technical support is a plus.)
- Prior experience in technical rollouts is preferred.
- Proficiency in Microsoft Office tools and ERP/ticketing systems.
- Strong written and verbal English communication skills.
- Ability to communicate effectively with peers, supervisors, and customers.
- Willingness to travel for training purposes or work where Mellon Albania operates.
- Must hold a valid driver’s license with a clean driving record.
Soft Skills
- Excellent communication skills (both verbal and written).
- Strong customer service orientation and ability to manage client expectations.
- Analytical and problem-solving mindset.
- Attention to detail and commitment to quality service delivery.
- Leadership potential with a proactive and team-oriented attitude.
- Ability to work under pressure while maintaining a positive and solution-driven approach.
Benefits
- Opportunities to evolve into an international hyper-technological working environment
- A people-oriented organization which fosters professional growth
- Competitive salary
- Training and development opportunities