Service Desk Coordinator

Service Desk Coordinator at Rapiscan Systems

Location: Stoke-on-Trent

About Us: Rapiscan Systems is a trusted provider of advanced X-ray technologies for ports, borders, military, high-threat facilities, and critical infrastructure worldwide. Join our mission to deliver best-in-class cargo and vehicle screening systems and services to combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration.

Role Overview: As a Service Desk Coordinator, you will support the International territory for the Cargo Services Department. You will develop customer relationships while supporting Service Engineers and the regional Service Manager. Limited travel may be required annually to visit customers and build relationships. Responsibilities may extend to other regions and include off-hours support to ensure team coverage. This role involves detailed updates and processing to meet financial obligations.

Why Join Us?

Competitive Salary: Rewarding your expertise.

Career Development: Opportunities for growth and advancement.

Generous Holidays: 25 days plus bank holidays, increasing with service.

Life Insurance: Coverage from day one.

Charity Work: Paid leave to volunteer.

Birthday Leave: Enjoy a paid day off on your birthday.

Pension Plan: Secure your future.

Company Car Lease Scheme: Access to a company car.

Cycle to Work Scheme: Support for eco-friendly commuting.

Enhanced Maternity and Paternity Pay: Additional support for new parents.

Healthcare Cash Plan: Assistance with healthcare expenses.

Eden Red Discounts: Enjoy various discounts.

Key Responsibilities:

• Handle customer and Field Engineer inquiries regarding system repairs and support.
• Complete billing invoicing for services and spares, track inventory, and manage vendor invoicing.
• Maintain the maintenance schedule, coordinate with customers and FSEs, and ensure contract obligations are met.
• Provide quotes for time and material services.
• Log and manage service requests daily, ensuring proper tracking of open calls (approx. 100-120 records).
• Order parts for service and other shipments, including international shipments.
• Work closely with managers, sales, finance, logistics, buyers, and planners.
• Provide off-hours support as required due to time zone differences.
• Respond promptly to all customer and Field Engineer inquiries within one business hour.

Essential Skills:

• Strong customer service and service desk experience.
• Detail-oriented with proficiency in Microsoft Office (Word, Excel).
• Experience with Microsoft Dynamics ERP is a plus.
• Excellent interpersonal and communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multi-task and manage time effectively.
• Positive attitude and ability to work independently and as part of a team.

If you are a dedicated and detail-oriented individual with a passion for customer service and service desk coordination, we would love to hear from you!

Apply Now and join the Rapiscan Systems team!