Service Support Administrator

Overview:
Rapiscan Systems | AS&E, an OSI Systems Company is seeking a Customer Service Co-ordinator, based out of the Stoke-on-Trent office.

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.

**Role overview**

This position is to support the Global Cargo Service Department, predominately throughout EMEA and APAC, with crossover into NA/LATAM. In this role the Service Support Administrator will work various tasks assigned by the Customer Service Supervisor or Leads to support the internal Customer Service team, Service Engineers, and the regional Management team. The Support Administrator will also be responsible for direct support to Customers, ensuring our commitments are being met, whilst maintaining a strong level of communication to all parties. Responsibilities will also require knowledge of all Customer Service territories to successfully backup and support the Customer Service team as necessary. Backup may require out of hours coverage to ensure the Cargo Service’s team

meets all obligations to the Customer. The role may also require flexible working hours on adjusted hours based on business needs, e.g., late start/late finish to support other regions.

**Responsibilities**:

- Organising the return of Customer fielded units for depot repairs. Arranging shipments for the collection and delivery of units, along with communication to internal and external stakeholders on status of repairs. Working with the Service team to ensure correct levels of tools and parts are maintained at all times within the repair facility.
- Management and ownership of Service test equipment tracking including organising calibration tests and equipment repairs as required, arranging inbound/outbound shipments to vendors and the Field Service team, as well as periodic reporting on test equipment activities.
- Tracking of RMAs (part returns) to ensure timely delivery to Rapiscan facilities including Customer owned repairs, and parts returned from Field Service team. Working with internal stakeholders to ensure follow-up actions are completed.
- Tracking of Global Field Service Bulletins (FSBs) to ensure successful completion by the regional Field Service teams. Internal follow-ups with Customer Service Coordinators and regional Managers to ensure FSBs are being implemented.
- Creation of Vendor Purchase Orders/Requisitions as required.
- Supporting with Service Inventory Management - Scheduling and issuing physical counts for depots and toolboxes, maintaining safety stock levels in accordance to field requirements.
- Supporting Customer Service Coordinators with call management, parts/order management and logistics.
- Working closely with internal stakeholders and other duties as assigned.
- Out of hours support as required.
- Complete all required Company training and review understanding of the following processes: Facilities, Time reporting, Credit policy, and Sox Order Entry Process
- Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
- Demonstrate behaviour consistent with the Company’s Code of Ethics and Conduct.
- It is the responsibility of every Rapiscan employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem.
- Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications:

- 3+ years of previous customer service experience.
- Strong interpersonal and communication skills with the ability to delegate/direct tasks.
- Ability to multitask in a fast-paced environment, dealing with multiple projects at one time.
- Ability to work independently and as part of a team.
- High level of proficiency with Microsoft Office (i.e., Outlook, Word, Excel).
- Microsoft Dynamics ERP/Navision/BI reporting experience a plus.
- 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.