Service Coordinator

Company profile

We are proud to be a trusted provider of advanced X-ray technologies for ports, borders, military, high-threat facilities and critical infrastructure all over the world. Be a part of our mission to provide our customers with best-in-class cargo and vehicle screening systems and services so they can combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration.

Job profile:

Service Coordinator

This position is to support the International territory and all its required duties for the Cargo Services Department. In this role the Coordinator will work to develop customer relationships while supporting the regions Service Engineers, and the regional Service Manager. Limited travel may be required once a year to visit Customers, building relationships with both customer and field team. Responsibilities are not limited to the above territory and may require support to other regions as necessary, and may include off hours support, to ensure coverage for the Cargo Services team. In addition to internal and external support this role requires detail updates and processing on a weekly, monthly and quarterly basis to certify all financial obligations are met and completed.

Role and Responsibilities:

• Handle all customer and Field Engineer inquiries regarding system repairs and support.
• Financials: Billing invoicing completion for all service or spares, inventory tracking (Toolbox), and vendor invoicing including tracking, coding, and submittal to AP.
• Maintaining the maintenance schedule, scheduling with customers, FSEs, shipping consumables and ensuring contract obligations are met.
• Quoting (time and material service).
• Log and manage service requests daily through to closure including proper tracking of entire open call list (approximately 100-120 records).
• Order parts for service and other shipments required by customer and field team.
• Working closely with managers, sales, finance, logistics, buyers, and planners; and other duties as assigned.
• Off hours support as required due to time zone coverage out of Billerica, MA USA
• Timely response to all Customer Field Manager and Field Engineer inquiries.

• Detailed oriented, proficiency w/Microsoft Office (i.e. Word, Excel), Microsoft Dynamic ERP experience a plus.
• Service Desk or customer service experience
• Strong interpersonal & communication skills
• Problem solving/conflict resolution skills
• Ability to multi-task.
• Positive attitude
• Ability to work independently and as part of a team.