Job Description
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
1. Ongoing tasks within the ERP daily include field service allocation, booking planned maintenance for contracted customers, issuing service quotations and raising new service orders
2. 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
3. Support information flow from external out of hours call centre where applicable, including handover from overnight shift
4. 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)
5. 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
6. Generate new time & material quotations and send to customers. Plan works upon receipt of purchase order
7. Chase down open quote opportunities and entering bookings into ERP for billable calls
8. Closing service calls in a timely manner to ensure costs and inventory is consumed where relevant
9. 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
10. Ensure all service transactions are being driven through the ERP database for tracking including raising new service orders, inventory and RMA processing
11. Cover service coordinator resource on day-to-day tasks during absence/sickness
12. Responsible for general Service Administration process; ensuring the team keeping D 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.
13. Maintain service KPI’s in line with targets set by service management
14. Generate and provide reports to senior management if required.
15. Actively support a culture of continuous development.
16. Support service Management with initiatives as required and any other requirements set by Senior Management.
Office based role within UK, with planned travel (domestic) as required
Qualifications
17. At least 3-5 years’ experience in a similar role
18. D experience desirable
19. Microsoft Packages
20. Microsoft CRM