Service Partner Support Coordinator – 12 Month Contract

Job title:

Service Partner Support Coordinator – 12 Month Contract

Company:

OSI Systems

Job description

Rapiscan Systems is a global leader in detection technology, specializing in cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints. Our solutions help combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a wide range of scanning system configurations utilizing low-, medium-, and high-energy X-ray technology to meet each customer’s unique security needs. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction.Role OverviewThe Service Partner Support Coordinator is responsible for managing Service Support requirements for distributors in the EMEA region. Day to day, the job holder will ensure our partners have the service support they need in coordination with the service management team. They will be a liaison for the distributors and work with internal teams such as supply chain, RMA, technical, and billing on a regular basis.Responsibilities

• Maintain the status of Authorised Service Provider (ASP) agreements for EMEA distributors covering territory and project requirements. Follow up with Contracts Team on outstanding items.
• Renew Authorised Service Provider Project Agreement (ASPPAs) in collaboration with sales/project lead and the Service Delivery Director.
• Monitor due diligence of ASP deliverables and measure performance against KPIs – revenue targets, training, paperwork, spares/consumables, etc.
• Act as a single point of contact for distributors to support their everyday needs and filter between distributor and internal stakeholders to avoid escalations.
• Support Account Manager to renew/negotiate the sub-contract agreement/price.
• Help to increase the month-end EMEA spares revenue through distributor network.
• Work with cross-functional departments to support distributors where necessary, including RMA team, Supply Chain, Sales, Technical Support, and Finance.
• Communicate/broadcast any changes that impact all distributors via marketing.
• Work with IT team and distributors on Resco issues, including Resco tech issues, MFA implementation, Resco training, Resco enforcement, etc.
• Gather information from data analysis team and produce monthly KPIs as needed by programme managers to submit to customer as per SLA.
• Take additional responsibilities as allocated by service senior management.
• Work with EMEA Service Manager for Service Delivery, project support, and quotes where required.
• Accept duties being modified or assigned at any time to meet the needs of the business.

Qualifications

• Minimum 5 experience working in a similar role.
• Good knowledge of service functions and management.
• Strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process.
• Demonstrated experience at working both independently and in a team-oriented, collaborative environment.
• Able to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Flexible during times of change and reacts to adjustments promptly and efficiently.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good listening and interpersonal skills and an excellent team player.

Knowledge, Training, and Qualifications:

• Highly fluent in English & Geman language and proficiency.
• Educated to degree level, preferably in a Technical subject, or equivalent experience. Post-graduation a plus.
• Highly competent with MS Office Suite, including Word, Excel, PowerPoint, and Project.
• Experience with Microsoft CRM an advantage.
• Exposure to an ERP system, such as Dynamics 365, would be beneficial.

Expected salary

Location

Salfords, Surrey

Job date

Sat, 15 Mar 2025 23:23:35 GMT

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