Service Coordinator

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements.

Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers find threats and contraband with ease and confidence.

Service Coordinator - responsible for the day to day coordinating of the field service team. To ensure day to day activities are being actioned in a timely manner and customer requests dealt with consistently. Key tasks include engineer job allocation, planned maintenance, customer quotes, Call Centre Activity and other service-related activity working alongside Service management.

• Ongoing tasks within the ERP daily include field service allocation, booking planned maintenance for contracted customers, issuing service quotations and raising new service orders.
• Responsible for coordinating new installations (non-project related) in EMEA service, ensure end to end support and full ownership from new Sales booking to customer invoicing/handover to Service delivery.
• Support information flow from external out of hours call centre where applicable, including handover from overnight shift.
• Regular communications with key service stakeholders – field service, key account manager, contract manager, supply chain, tech support, partner manager to ensure consistent approach (EMEA wide).
• Liaising with overseas distributors on ad-hoc and planned works, creating purchase orders for their support and ensure paperwork is completed in a timely manner.
• Generate new time & material quotations and send to customers. Plan works upon receipt of purchase order.
• Chase down open quote opportunities and entering bookings into ERP for billable calls.
• Closing service calls in a timely manner to ensure costs and inventory is consumed where relevant.
• Accountable for all field service jobs being closed and paperwork completed in the ERP, including posting off service orders to their correct cost & inventory locations.
• Ensure all service transactions are being driven through the ERP database for tracking including raising new service orders, inventory and RMA processing.
• Cover service coordinator resource on day-to-day tasks during absence/sickness.
• Responsible for general Service Administration process; ensuring the team keeping D365 and all online and offline reference documentation up to date and as accurate as possible; ensuring timely communication of changes both externally and internally. Also to further develop scalable systems and processes to take the business forward.
• Maintain service KPI’s in line with targets set by service management.
• Generate and provide reports to senior management if required.
• Actively support a culture of continuous development.
• Support service Management with initiatives as required and any other requirements set by Senior Management.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behaviour consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence…