Service Coordinator
Service Coordinator
Location: Biddulph, Stoke-on-Trent, Office-Based
Rapiscan Systems is a world leader in detection and inspection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military facilities, airports, and other high-security environments worldwide. Our innovative X-ray inspection systems help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud while ensuring the highest standards of security and operational efficiency.
We are seeking a highly organised and customer-focused Service Coordinator to support our EMEA Field Service Team. This is an exciting opportunity to play a key role in the delivery of world-class customer service, ensuring engineers, customers, and internal stakeholders are supported efficiently across a fast-paced international environment.
About the Role
As a Service Coordinator, you will be responsible for the day-to-day coordination of field service activities across the UK & EMEA region. You will manage engineer scheduling, planned maintenance activities, service quotations, installations, customer requests, and service administration, helping to ensure seamless service delivery and high levels of customer satisfaction.
This role requires strong organisational skills, attention to detail, and the ability to prioritise multiple tasks while working collaboratively with teams across the business.
Key Responsibilities
- Coordinate daily field service activities and engineer scheduling across the UK & EMEA region.
- Schedule planned maintenance visits for contracted customers.
- Raise service orders, issue service quotations, and manage service-related transactions within the ERP system.
- Coordinate non-project installations from sales order through to invoicing and service handover.
- Support communication and activity handovers from external out-of-hours call centres.
- Liaise with field engineers, account managers, contract managers, technical support teams, supply chain teams, and international partners.
- Coordinate planned and reactive work with overseas distributors and raise purchase orders as required.
- Track and follow up outstanding quotations and service opportunities.
- Ensure service orders are closed accurately and all associated documentation is completed.
- Manage inventory, RMA processing, and service records within the ERP system.
- Support continuous improvement initiatives and help develop scalable service processes.
- Maintain service KPIs and provide reports to management when required.
- Provide cover for other Service Coordinators during periods of absence.
What We're Looking For
- Previous experience in a Service Coordination, Service Administration, or Field Service Support role.
- Experience working within a busy, customer-focused environment.
- Strong organisational and planning skills with the ability to manage competing priorities.
- Excellent communication and stakeholder management skills.
- Comfortable working in a fast-paced, changeable environment.
- Ability to remain calm and professional when handling customer escalations.
- Strong administrative and data management skills.
- Proficient in Microsoft Office applications.
Desirable Skills & Experience
- Experience using Microsoft Dynamics 365 (D365) or similar ERP systems.
- Knowledge of Microsoft CRM.
- Previous experience coordinating field service engineers, service operations, or maintenance activities.
- Experience working within a technical, engineering, manufacturing, or service-based organisation.
