Job Description

Overview:

Rapiscan Systems is a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions to ports, borders, military sites, high-threat facilities, and checkpoints. Our mission is to help combat terrorism, drug smuggling, illegal immigration, and trade fraud through innovative scanning systems using low-, medium-, and high-energy X-ray technologies.

Role Summary

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We are seeking a proactive and detail-oriented Service Coordinator to join our team in Biddulph -Stoke on Trent. In this pivotal role, you will be responsible for coordinating the day-to-day operations of our field service team across EMEA, ensuring timely and consistent customer support and service delivery.
Responsibilities:
Coordinate daily field service activities including engineer job allocation, planned maintenance, and customer quotations. Manage service-related tasks in our ERP system (D365), including service order creation, maintenance scheduling, and quotation issuance. Oversee non-project-related installations from sales booking to customer invoicing and service handover. Liaise with external out-of-hours call centres and ensure smooth handovers from overnight shifts. Maintain regular communication with internal stakeholders: field service engineers, key account managers, contract managers, supply chain, technical support, and partner managers. Collaborate with overseas distributors for planned and ad-hoc service works, including purchase order creation and documentation. Generate and follow up on time & material quotations; plan works upon receipt of purchase orders. Ensure timely closure of service calls and accurate posting of service orders to correct cost and inventory locations. Drive all service transactions through the ERP system, including inventory and RMA processing. Provide cover for other service coordinators during absence or sickness. Maintain accurate service documentation and support the development of scalable systems and processes. Monitor and report on service KPIs in line with management targets. Prepare reports for senior management as required. Support continuous improvement initiatives and contribute to service excellence.



Qualifications:
Minimum 3-5 years' experience in a similar coordination or service administration role. Experience with Microsoft Dynamics 365 (D365) is highly desirable. Proficiency in Microsoft Office and Microsoft CRM. Strong organisational and communication skills. * Ability to work independently and collaboratively in a fast-paced environment.