Service Coordinator in Redhill, Surrey

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.

Role Overview

Responsible for the day to day coordinating of the EMEA 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.

Key Tasks

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, ensure 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 ensure 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 is 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 keeping 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. Also to further develop scalable systems and processes to take the business forward.

Maintain service KPIs 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.

Office based role with planned UK & overseas travel as and when required.

Candidate Requirements

At least 3-5 years experience in a similar role

Navision experience desirable