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Customer Service Coordinator

Rapiscan Systems/AS&E

This is a Full-time position in Billerica, MA posted June 10, 2021.

What would you do as a Customer Service Coordinator working for Rapiscan Systems | AS&E?

You would put cutting edge detection technology in the hands of our customers who confiscate a portion of the estimated 550,000 firearms seized every year.

You would help prevent distribution of some of the 450 tons of heroin produced every year, destined for cities in the US and across the globe.

You would help prevent trade fraud, while protecting our ports, borders, and military.

You would help prevent terrorism, like attacks on high-threat facilities and special events like the Super Bowl.

Rapiscan Systems | AS&E is seeking a Customer Service Coordinator based out of Billerica, MA
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.

Job Requirements:
In this position you will support an international territory and all its required duties for the Cargo Services Department.
You will develop customer relationships while supporting the regions Service Engineers, and the Regional Service Manager.

Limited travel may be required once a year to visit customers, building relationships with both customer and field team.

Responsibilities are not limited to a single territory and may require support to other regions as necessary.
On occasion you may have to work at times that align with the international team and customers to attend meetings and respond to requests and inquiries.

In addition to internal and external support this role requires detailed updates and processing on a weekly, monthly and quarterly basis to certify all financial obligations are met and completed.
Responsibilities:
Handle all customer and Field Engineer inquiries regarding system repairs and support.

Financials: Billing invoicing completion for all service or spares, inventory tracking (Toolbox), and vendor invoicing including tracking, coding and submittal to AP.

Maintaining the maintenance schedule, scheduling with customers, FSE’s, shipping consumables and ensuring contract obligations are met.

Quoting (time and material service).

Log and manage service requests weekly through to closure including proper tracking of entire open call list (approximately 100-120 records).

Includes knowledge of contract and charge coding and review and understanding of all processes as described in the Coordinator Service Procedure Manual.

Order parts for service and other shipments required by customer and field team, including knowledge and completion of international commercial invoicing.

Working closely with managers, sales, finance, logistics, buyers and planners; and other duties as assigned.

Timely response to all Customer Field Manager and Field Engineer inquiries.

Response time includes immediate phone and email response within one business hour of receipt.

Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.

It is the responsibility of every AS&E employee to report to their manager or a member of senior management any quality problems or defects in order 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:
Degree or combined education/work experience 3 + years customer service experience.

Detailed oriented, proficiency w/Microsoft Office (i.e.

Word, Excel), Microsoft Dynamic ERP experience a plus.

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.

NOTICE TO THIRD PARTY AGENCIES:
OSI Systems, Inc.

and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies.

If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency.

Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.

Equal Opportunity Employer
– Disability and Veteran
EEO is the Law
Poster Link:
OSI Systems, Inc.

has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.