Overview
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.
Role Overview
Office based role with planned UK & overseas travel as and when required. Responsible for the day to day coordinating of the EMEA 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.
Responsibilities
* Ongoing tasks within the ERP on a daily basis 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, ensuring 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 ensuring paperwork is completed in a timely manner.
* Chasing down open quote opportunities and entering bookings into D365.
* Posting service orders in a timely manner to ensure costs and inventory are 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 keeps 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.
* 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.
Qualifications
* ERP Knowledge – Navision preferable.
* Microsoft Word suite proficient.
* Field Service Coordination preferable.
* Prioritizing Job Tasks.
* Team player.
* Working in busy and changeable task-driven environment.
* Adaptable to cope with Customer escalations.
* Navision experience desirable.
* Proven experience in a similar role essential.
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