OSI Systems, Inc

Service Support Coordinator

US-MA-Billerica
2 weeks ago
AS&E
Requisition #
13201

Overview

AS&E is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud.  We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements. 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, to help customers find threats and contraband with ease and confidence.

 

American Science and Engineering, an OSI Systems Company is seeking a Service Support Coordinator in its Billerica, MA Facility.

 

In this role the Service Support Coordinator will work various task assigned by the Customer Service Manager for support to Call Service Coordinators (CSCs), Service Engineers, and the regional Field Service Manager. Responsibilities will also require knowledge of all CSC territories to successful backup and support the field as necessary. Backup may require off hours coverage to ensure the Cargo Service’s team meets all obligations to the Customer. In addition to internal and external support, this role requires detailed updates weekly, monthly and quarterly to certify all Customer and financial obligations are met and completed. 

Responsibilities

 

  • Tracking, reporting and processing all system warranties, PM’s, and Sustainment work per contract obligations, working closely with CSC’s and FSM’s whom hold the responsibility for scheduling.
  • Vetting and set up of new Vendors.
  • Customer CX including – Follow up with customers service, sending Customer satisfaction survey and new order letters and service information.
  • Monitor and improve service activities through service request auditing.
  • Creation of service reporting for major accounts.
  • Coordinator back up support including: Handle all customer and Field Engineer inquiries, quotations, billing, vendor invoice coding, PM scheduling, parts orders, and shipping.
  • Financials: Spare Parts orders, Vendor invoice tracking, requisition creation (PO or parts orders), customer quotation follow-up and toolbox audits.
  • RMA tracking for Customers and field team.
  • Working closely with managers, sales, finance, logistics, buyers, planners, and other duties as assigned.
  • Sub-contractor service WOF data entries.
  • Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork.
  • Demonstrate behavior consisten with the company's Code of Ethics and Condct.
  • It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemeted and to avoid recurrence of the problem.
  • Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

REQUIREMENTS: 

  • Associates Degree or combined education/work experience.  
  • Two plus years previous Customer Service experience.
  • Detail Oriented, Proficiency with Microsoft office (i.e. word, Excel)
  • AX 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.

OTHER WORK REQUIREMENTS:   

  • Must be able to work in a fast paced environment and be able to multi task several projects while responding timely to all Customer and FSE requests.
  • Good communication skills with ability to delegate and direct work to others through completion.
  • Timely response to all Customer and Field Engineer inquiries. Response time includes immediate phone pick up, and response within one business hour to voice mail and email inquiries.
  • Financials: Tracking receipt of vendor invoices, and timely completion of schedule maintenance within the contract period. Monthly review and reporting for all financial responsilbities with Cargo Administration Manager and CSC’s.
  • Complete all required Company training and review understanding of the following process: Facilities, Time reporting, Credit policy, and Sox Order Entry Process.
  • Due to our government contracts successful candidate must be a US Citizen.* 

Equal Opportunity Employer

 

EEO is the Law

 

Poster Link: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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 the Security and Healthcare divisions, as well as to external original equipment manufacturer clients for application in the defense, aerospace, medical and industrial markets, among others.

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