Rapiscan Systems is a global leader in detection technology, delivering advanced cargo and vehicle inspection systems for ports, borders, military sites, high-threat facilities, and checkpoints. Our solutions help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We pride ourselves on innovation, uncompromising quality, and best-in-class imaging performance
Role Overview
The Service Coordinator will manage the day-to-day operations of the DXB Airport field service team, ensuring all activities align with the Service Level Agreement (SLA). This role involves coordinating engineer assignments, planned maintenance, on-call schedules, administrative tasks, and supporting service management.
Responsibilities
- Allocate field service jobs and schedule planned maintenance in line with contractual requirements using ERP systems.
- Coordinate new installation projects at Dubai Airport, including managing pass requirements for the field service team.
- Facilitate information flow from the out-of-hours call center and ensure smooth handovers from overnight shifts.
- Maintain regular communication with key stakeholders (field service, account managers, contract managers, supply chain, technical support, and partner managers) to ensure a consistent approach across the MEA team.
- Ensure timely closure of all field service jobs and accurate completion of paperwork in ERP, including posting service orders to correct cost and inventory locations.
- Drive all service transactions through ERP for tracking purposes, including raising service orders, inventory management, and RMA processing.
- Maintain administrative requirements for service contracts, supporting MEA regional and field service management.
- Provide backup support for the MEA Service team during absences or sickness.
- Generate time and material quotations, send them to customers, and plan work upon receipt of purchase orders.
- Oversee general service administration processes, ensuring D365 and all reference documentation (online and offline) remain accurate and up to date.
- Develop scalable systems and processes to support business growth.
- Monitor and maintain service KPIs in line with targets set by service management.
- Prepare and deliver reports to senior management as required.
- Promote a culture of continuous improvement and support service management initiatives.
- Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork
Candidate Requirements
- 35 years of experience in a similar role.
- Experience with Microsoft D365 (preferred).
- Previous experience in an airport environment (advantageous).
