OSI Systems, Inc

  • Customer Service Coordinator

    Location US-MA-Billerica
    Posted Date 2 weeks ago(11/9/2018 1:14 PM)
    Requisition #
  • Overview

    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.


    Rapiscan Systems | AS&E, an OSI Systems Company is seeking a Customer Service Coordinator, based out of Billerica MA.


    Due to contracts with the US Federal Government the successful candidate must be a US Citizen.


    This position is to support North America and DOD 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 Director/Manager. 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.


    • 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 (repairs, maintenance, disposals, & moves).
    • Log and manage service requests weekly through to closure including proper tracking of entire open call list (approximately 200-250 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.
    • Set up of delivery of new system orders and installs
    • Working closely with managers, sales, finance, logistics, buyers and planners; and other duties as assigned.
    • Off hours support as required.
    • 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.
    • 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.
    • Duties may be modified or assigned at any time to meet the needs of the business.
    • 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 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.


    • Associates Degree or combined education/work experience
    • Previous Customer Service Experience
    • Proficiency w/ Microsoft office (i.e. word, Excel), Oracle experience a plus
    • Strong interpersonal & communication skills
    • Detail Oriented
    • Problem solving/conflict resolution skills
    • Ability to multi task
    • Positive attitude, ability to work independently and as part of a team.


    This position includes an education verification as part of our background check. 


    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 original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.


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