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.
Role Overview
Responsible for the day to day coordinating of the field service team. To ensure day to day activities 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
Responsibilities
* Ongoing tasks within the ERP daily include field service allocation, booking planned maintenance for contracted customers, issuing service quotations and raising new service orders
* Coordinate 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
* Maintain regular communications with key service stakeholders – field service, key account manager, contract manager, supply chain, tech support, partner manager (EMEA wide)
* Liaise with overseas distributors on ad-hoc and planned works, create 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 enter bookings into ERP for billable calls
* Close service calls in a timely manner to ensure costs and inventory are consumed where relevant
* Ensure all field service jobs are closed and paperwork completed in the ERP, including posting off service orders to the correct cost & inventory locations
* Drive all service transactions 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
* Maintain general Service Administration processes; ensure the team keeps D365 and all reference documentation up to date and as accurate as possible, with timely communication of changes externally and internally
* Develop scalable systems and processes to take the business forward and maintain service KPI’s in line with targets
* Generate and provide reports to senior management if required
* Actively support a culture of continuous development and assist with initiatives as required by Senior Management
Office based role within UK, with planned travel (domestic) as required
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