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.
Role Overview
The Service Manager is responsible for managing Service Department in Jordan
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 Jordan but regular travel to customer sites 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.
- Defines and implements targets and suitable measures for the Service department
- Ensures operational excellence in achieving worked required, working towards establishing a sustainable financial model by achieving any set financial targets and driving internal process improvement and efficiency
- Negotiation of Contracts and finalization of the best vendor with the competitive cost in the market
- Monitor expenses and control the budget for maintenance and keep track on all maintenance spending, identifies, troubleshoots, produces scopes of work, drawings/specifications, competitively bid, qualify, value engineer, award and oversee maintenance and renovation activities
- Plan and implement training plans and test for field service engineers.
- Work with the Contract Management Department, to draft, improve and feedback on customer contracts.
- Work with MEA Service Director for Service Delivery, project support and quotes where required.
- Developing and implementing service standards and procedures for the service delivery department, updating service methods to improve overall efficiency
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
- Monitor a sufficient inventory of tools, supplies, spare parts for common issues and emergency situations
- Conducting periodic appraisals of team members and identifying areas for improvement
- Collaborate with the Service Director in hiring, training, daily supervision, evaluation, and coaching/counselling of the service team
- Ensure appropriate risk mitigation procedures are implemented including disaster response.
- Meet or exceed financial expectations, budgets and goals, monitoring pricing, and reviewing cost data.
- Actively participate in tenders, working with sales, Projects, Sales and bids teams on tender review and proposal development.
- Find opportunities for service business expansion in Jordan
Candidate Requirements
- 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 & timelines 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
- Fluent in Arabic and English.
Desirable Qualifications
- Bachelor’s degree in Engineering
- MBA, PMP certificate is a plus.
- Excellent leadership, communication, sales, and customer service skills.
