OSI Systems, Inc

  • Service Program Manager - Greece

    Location UK-Salfords, Surrey
    Posted Date 4 weeks ago(4 weeks ago)
    Rapiscan Systems Ltd
    Requisition #
  • Overview

    Rapiscan Systems 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.


    The Service Programme Manager is responsible for managing Service Programme in Greece. Day to day the job holder will manage the customer requirements and associated KPI’s from a Service perspective and strive to continuously improve our Customer Experience including managing the distributor engineers on a day-to-day basis. Reporting to the Director of Service, the job holder will work closely with all Internal and External Stakeholders from Point of Sale, product deployment and aftermarket support.


    Primarily based in Greece either in Athens or Thessaloniki, but regular travel to customer sites all over Greece and overseas when required at short notice.


    • Interface with Projects, Product line, Engineering and Sales, taking ownership of all aspects of the Service Programmes.
    • Communicate to Senior Management through Programme Reviews or other means, updates and snapshots of the Programs including highlighting issues in a timely manner.
    • Be the voice of the customer to provide visibility and add value to our Customer Experience Strategy.
    • Engage with all internal departments, and externally with our Customers and / or Distributors, both remotely and in country, to take ownership of, and manage delivery of, all service related and other assigned deliverables, on time, and to budget. Create budget per site and manage install costs.
    • Develop Programme management processes, to improve our Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables. Work alongside the project team to accelerate installations and reach warranty.
    • Work with the Contract Management Department, to draft, improve and feedback on customer contracts.
    • Manage all the contracts in allocated sites including, chasing POs, payment follow-ups, meetings to adjust payments and also make sure projected monthly revenue is achieved.
    • Provide internal analysis and reporting on service performance.
    • Manage all the Field service engineers in the region including job allocation, site visits etc. 
    • Provide regular customer facing performance and analytical reports. Extract from CRM to produce KPI’s for analyses and discuss with the customer as required.
    • Compile site reports consisting of site surveys, third party requirements, service snag lists and any specialist tooling requirements and raise required CARs.
    • Manage site inventory requirements including planning, shipping, regulatory requirements, inventory checks, replenishments etc.
    • Manage customer relationships with regular feedback meetings and surveys.
    • Manage and assist our distributor relationships with regular feedback meetings and surveys.
    • Organise and arrange proactive site visits to support their requirements.
    • Be the single point of contact for service and act as the escalation point for customer issues at all times.
    • Take additional responsibilities as allocated by Director of Service.
    • Work with EMEA Service Manager for Service Delivery, project support and quotes where required.
    • Uphold the Company’s core values of Integrity, Innovation, Accountability, and Teamwork.
    • Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
    • It is the responsibility of every Rapiscan Systems 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.


    • Fluency in Greek both verbal and written is essential.
    • graduate Degree in electrical engineering and or management.

    • A strong communicator with excellent written and oral communication skills. Able to articulate both the Product and Process to any Customer or Programme Stakeholder.

    • Demonstrated experience in Personnel Management with experience at working both independently and in a team-oriented, collaborative environment is essential.
    • Able to conform to shifting priorities, demands & time-lines through analytical and problem-solving capabilities.
    • Flexible during times of change and reacts to project adjustments promptly and efficiently.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Knowledge of mechanical, electrical, hydraulic, electronic equipment or complex multi-disciplined equipment or systems. Or knowledge of HV Systems i.e. Radar or Medical.
    • Minimum 8 to 10 years experience in a manager role preferably managing field service engineers.
    • Willing to travel 50% to 60% of the time.

    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 specialised electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.



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