Service Operations and Logistics Coordinator

Rapiscan Systems, Inc.; Sydney; Presencial; AUD 65 000 - 95 000; Tempo integral

Resumo da oferta

Rapiscan Systems, Inc. in Sydney seeks an APAC Service & Logistics Coordinator to balance service coordination with logistics activities. You will manage field schedules, customer communications, and shipments, while ensuring accurate documentation and compliance across regions.

The role requires strong attention to detail, excellent communication, and the ability to work across time zones with internal teams and external partners. This position is based in Sydney with a focus on APAC operations.

Qualificações

• Associate degree or equivalent required.
• Bachelor's degree preferred (Business, Foreign Trade, Finance, or Supply Chain).
• Experience in customer service, service coordination, logistics coordination, transport management, material handling, or similar operations preferred.
• Experience with purchase orders, RMAs, inventory management, shipment tracking, or service management systems preferred.
• Solid understanding of international shipping and import/export procedures.

Responsabilidades

• Serve as primary contact for Cargo and Detection service customers and support service requests.
• Assist Regional Service Managers, Field Service Engineers, and Product Specialists with scheduling and documentation.
• Maintain accurate service records, updates in ERP/CRM, and timely call closures including billing details.
• Coordinate transport scheduling, shipment tracking, and documentation with carriers and freight forwarders.
• Manage stock levels, RMAs, consignment inventories, and tool tracking; support returns and repairs workflows.
• Ensure compliance with international customs regulations and collaborating with partners.

Conhecimentos

Customer service

Scheduling

Attention to detail

Communication

Time management

Team collaboration

Formação académica

Associate degree or equivalent

Bachelor's degree preferred

Ferramentas

MS Dynamics / D365

BI

ServiceMax

SharePoint

Excel

Descrição da oferta de emprego

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.

Responsibilites:

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.

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.