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Customer Service Coordinator

Company: OSI Systems
Location: Billerica
Posted on: May 3, 2021

Job Description:

Overview Rapiscan Systems - AS&E, an OSI Systems Company 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 so they can combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration. Responsibilities This position is to support the International territory and all its required duties for the Cargo Services Department. In this role the Coordinator will work to 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 the above territory and may require support to other regions as necessary, and may include off hours support, to ensure coverage for the Cargo Service's team. In addition to internal and external support this role requires detail updates and processing on a weekly, monthly and quarterly basis to certify all financial obligations are met and completed. RESPONSIBILITIES and GOALS:

  • 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.
  • Off hours support as required.
  • 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 - 5 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: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf 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.

Keywords: OSI Systems, Billerica , Customer Service Coordinator, Other , Billerica, Massachusetts

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