The posting
Overview
Rapiscan, an OSI Systems, Inc. company, empowers those who safeguard our world with the technologies, services, and expertise needed to detect threats, secure commerce, and protect communities. An industry leader in X-ray inspection, radiation and trace detection, metal detection, and optical inspection solutions, Rapiscan has over 100,000 scanning systems installed around the world to assist customs agencies, border security, aviation authorities, law enforcement, military organizations, and security professionals in combatting terrorism, smuggling, and trade fraud.
This position supports the APAC Service Operations team through a balanced role focused approximately 50% on Service Coordination and 50% on Logistics Coordination. The Coordinator oversees day-to-day logistics and supply chain activities while supporting Cargo and Detection service delivery — coordinating customer service requests, field technician schedules, service documentation, parts requirements, transportation and shipment activity, inventory management, RMAs, consignment inventory, field tool tracking, and related operational reporting.
The role requires strong customer communication, attention to detail, accurate system updates, and timely follow-through to ensure service commitments, financial transactions, compliance requirements, and operational metrics are met. The Coordinator works closely with customers, Regional Service Managers, Field Service Engineers, Product Specialists, Service Planning, Finance, and cross-functional teams — as well as external partners — to maintain service continuity, implement best practices, and support continuous improvement initiatives.
Responsibilities
Service Coordination (approximately 50%):
- Serve as a primary point of contact for Cargo and Detection service customers by responding to inquiries, supporting service requests, coordinating maintenance activities, and helping ensure timely resolution of customer issues.
- Support Regional Service Managers, Field Service Engineers, and Product Specialists with scheduling, field communications, work order updates, service call documentation, and follow-up actions.
- Maintain accurate and timely updates in service systems, including service activities, customer communications, install base updates, compliance records, timely call closures, and financial or billing related information.
- Provide guidance and support to field service teams regarding transport planning, customs procedures, and issue resolution.
Logistics Coordination (approximately 50%):
- Coordinate day-to-day logistics operations, including transport scheduling, shipment tracking, and documentation.
- Prepare and maintain shipping documentation and manage transport bookings with carriers and freight forwarders.
- Create, receive, and process material requests for internal and external customers, including project orders, spares orders, parts quotations, commercial invoices, shipment documentation, inspection coordination, shipment approvals, and backlog maintenance.
- Monitor and manage spares orders, purchase orders, customer invoicing support, backlog processing, invoice reconciliation, and shipment or inventory status inquiries.
- Ensure compliance with international customs regulations and manage import/export documentation in collaboration with partners.
- Manage customer returns and RMAs within company systems, including return tracking to and from the factory, warranty verification, service call closure, and customer invoicing when applicable.
- Support consignment stock reporting, inventory audits, safety stock reviews, and coordination with Service Planning, Finance, and Service Management teams for assigned stocking locations.
- Track service assets and field tools, such as radiation meters, including record maintenance, calibration vendor communication, field team updates, return shipments, reporting, and follow-up on out-of-calibration equipment or CAPA related activity.
- Provide general support across all spare parts supply chain activities, including warehouse operations, transport coordination, and planning.
General Responsibilities and Continuous Improvement:
- Analyze logistics performance data and identify areas for process improvement.
- Contribute to the development of logistics policies and standard operating procedures.
- Develop and maintain standard operating procedures (SOPs) for returns and repair workflows for parts and service tools, as well as accurate documentation of return activities and repair outcomes.
- Develop and maintain positive working relationships with customers, field teams, logistics partners, Finance, Service Planning, and other internal stakeholders.
- Other duties as assigned. 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.
Qualifications
- Associate degree or equivalent combination of education and practical experience required.
- Bachelor’s degree preferred (Business, Foreign Trade, Finance, or Supply Chain).
- Proven experience in customer service, service coordination, logistics coordination, transport management, material handling, spares support, technical support, supply chain operations, or similar operational coordination preferred.
- Experience with purchase orders, RMAs, inventory management, shipment tracking, customer invoicing support, or service management systems preferred.
- Solid understanding of international shipping and import/export procedures.
- Strong organizational, analytical, problem-solving, and follow-through skills with high attention to detail.
- Excellent written and verbal communication skills, with the ability to work effectively with customers, field teams, management, Finance, and cross-functional partners.
- Strong interpersonal skills with a positive, can-do attitude and the ability to participate effectively as part of a team.
- Efficient time management skills with the ability to prioritize.
- Proficient in Microsoft Office products, including Word, Excel, PowerPoint, Outlook, and SharePoint.
- Experience with ERP and service/logistics systems such as MS Dynamics / D365, BI, or ServiceMax preferred.
- Ability to work in a fast-paced office environment with significant computer and telephone use.
- Must be able to support business needs across different time zones and participate in occasional early morning or late day meetings as required.
