Rapiscan Systems is a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military installations, high-security facilities, and checkpoints. Our mission is to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud.
We offer a comprehensive range of scanning system configurations utilizing low-, medium-, and high-energy X-ray technology—or combinations of these—to meet diverse security requirements.
The role holder will be a Jordanian national
The Service Manager will lead the Service Department in Jordan, managing customer requirements and associated KPIs while driving continuous improvement in customer experience. This includes overseeing distributor engineers and ensuring operational excellence.
Key Responsibilities
- Manage all aspects of service delivery from point of sale through deployment and aftermarket support.
- Act as the primary interface with Projects, Product Lines, Engineering, and Sales teams.
- Provide regular program updates to senior management, highlighting issues proactively.
- Represent the voice of the customer to enhance the Customer Experience Strategy.
- Oversee service deliverables, budgets, and timelines, including site-specific budgets and installation costs.
- Develop and implement processes to improve customer experience, reduce costs, and clarify responsibilities for warranty and service.
- Define departmental targets and implement measures to achieve operational and financial goals.
- Negotiate contracts and select vendors to ensure competitive pricing.
- Monitor maintenance budgets, troubleshoot issues, and oversee renovation activities.
- Plan and execute training programs for field service engineers.
- Collaborate with Contract Management on drafting and improving customer contracts.
- Support MEA Service Director with service delivery, project support, and quotations.
- Handle customer complaints professionally to maintain strong relationships.
- Manage administrative tasks such as invoicing, order processing, spare parts procurement, and inventory tracking.
- Ensure tools, equipment, and vehicles are maintained and certified.
- Conduct team appraisals and identify areas for improvement.
- Participate in tenders and proposal development with Sales and Project teams.
- Drive business and financial targets.
Candidate Requirements
- Strong communication skills in Arabic and English.
- Proven experience in personnel management and collaborative environments.
- Ability to adapt to shifting priorities and work under pressure.
- Knowledge of mechanical, electrical, hydraulic, electronic systems, or HV systems.
- Familiarity with ERP systems (SAP or Navision preferred).
- International program or project management experience.
- Strong problem-solving and creative thinking skills.
- Basic understanding of financial principles related to service operations.
Desirable Qualifications
- Bachelor’s degree in Engineering.
- MBA or PMP certification (preferred).
- Excellent leadership, communication, and customer service skills.
