Rapiscan Systems is a global leader in detection technology, providing advanced cargo and vehicle inspection solutions for ports, borders, military sites, high-threat facilities, and checkpoints. Our mission is to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud through innovation, uncompromising quality, and best-in-class imaging performance.
Role Overview
We are seeking a Service Coordinator to oversee the day-to-day operations of our DXB Airport field service team. This role ensures all activities meet Service Level Agreement (SLA) commitments and involves coordinating engineer assignments, planned maintenance, on-call schedules, administrative tasks, and supporting service management.
Key Responsibilities
- Schedule and allocate field service jobs and planned maintenance in line with contractual requirements using ERP systems.
- Coordinate new installation projects at Dubai Airport, including managing security pass requirements for the field service team.
- Act as the liaison for out-of-hours call center communications and ensure smooth handovers from overnight shifts.
- Maintain strong communication with stakeholders (field service, account managers, contract managers, supply chain, technical support, and partner managers) to ensure alignment across the MEA team.
- Ensure timely closure of service jobs and accurate documentation in ERP, including posting service orders to correct cost and inventory locations.
- Manage all service transactions through ERP, including service orders, inventory control, and RMA processing.
- Support administrative requirements for service contracts and assist MEA regional and field service management.
- Provide backup support for the MEA Service team during absences.
- Prepare time and material quotations, send to customers, and plan work upon receipt of purchase orders.
- Oversee service administration processes, ensuring D365 and reference documentation remain accurate and up to date.
- Develop scalable systems and processes to support business growth.
- Monitor service KPIs and report performance to senior management.
- Promote continuous improvement and support service management initiatives.
- Uphold company values: 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).
