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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 technologyor multiple X-ray technologiesto address each customers 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.
Company Benefits
- Holidays25 days holidays plus bank holidays which increases up to 29 days after 10 years service.
- Life insurance entitlement from first working day which is four times your basic salary.
- Charity work2 days paid if you wish to volunteer and work for your nominated charity.
- Birthday off
- Pension
- Cycle to work scheme.
- Enhanced Maternity and Paternity pay.
- Healthcare Cash plan
- Eden Red discounts
Role Overview
Responsible for the day to day running of the Service Coordination team to ensure day to day activity is 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
- Responsible for the Service Coordination function, ensuring the team are carrying out their core tasks and responsibilities in line with business and customer requirements. Key tasks include field service allocation, booking planned maintenance, issuing service quotations and raising new service orders.
- Management of new installations in EMEA service. Ensure a coordinator is dedicated and has full ownership from new Sales booking to customer invoicing/handover to Service delivery
- Includes management of external out of hours call centre where applicable
- Regular communications with key service stakeholders field service, key accounts manager, contract manager, supply chain, tech support, partner manager to ensure consistent approach (EMEA wide)
- Chasing down open quote opportunities and entering bookings into Navision ERP
- Supporting service finance analyst in monitoring revenue & cost YTD targets are met. Includes reviewing and authorising Service Works, Hire and Contract quotes and approving received invoices for Service
- Ensure all service transactions are being driven through the ERP database for tracking including raising new service orders, inventory and RMA processing
- Track warranty and inventory transactions on a weekly basis and report to service management on MTD progress, including support with stock count locations and ERP posting
- First line escalation point for day-to-day customer queries in support of the team
- Responsible for general Service Administration process; ensuring the team keeping Navision 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.
- 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
Candidate Requirements
- Proficient in the application of Microsoft and D365 preferred.
- At least 3-5 years experience in a similar role essential
- Able to commute to the office in Redhill this is a hybrid role
