Customer Experience Account Administrator

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.

We are looking for a Customer Experience Account Administrator to support customers by managing and coordinating their service needs. This individual will engage in various tasks to ensure smooth operations and client satisfaction.

• Develop and maintain positive relationships with clients to support business growth.
• Ensure the company's products or services meet client needs consistently.
• Assist in preparing sales quotations and managing client contracts.
• Participate in planning, cost estimating, and pricing of projects.
• Help ensure projects or service deliveries are completed on time, within budget, and meet customer expectations.
• Communicate with customers about the company’s products and services at a basic technical level.
• Monitor project status and service delivery performance.
• Perform clerical and administrative support tasks.
• Implement work procedures and standards to improve efficiency.
• Submit quotes to customers for service efforts.
• Provide guidance for service billing to align with project and customer contracts.
  • Example: Billing factors such as travel time, air travel, labor hours, hotel, mileage, and system parts used.
• Verify monthly service and contract reports to ensure all billable information is included.
• Prepare and provide weekly status reports on project or customer service delivery to stakeholders.
• Conduct basic statistical analysis of service data (e.g., work order types, monthly trends).
• Travel to customer locations as needed.
• 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.
• Duties may be modified or assigned at any time to meet the needs of the business.

• Bachelor's degree in Business or a Technical discipline is preferred. Years of experience may be substituted in lieu of degree.
• 1 year of experience in Customer Account Management desired.
• Basic project management understanding.
• Basic technical understanding of security equipment is a plus.
• Excellent communication skills.
• Strong organization and planning skills.
• Analytical skills to translate field input into useful reports.
• Self-starter capable of managing multiple tasks and customer accounts.
• Proactive, positive communicator with customers and internal colleagues.
• Ability to build and maintain customer relationships.
• Experience in challenging work environments.
• Ability to interact effectively with senior management.
• Presentation skills to convey project status to stakeholders.
• Responsiveness and assertiveness in obtaining feedback.
• Organized multitasker with thorough documentation habits.
• Proficient in Excel (knowledge of Microsoft PowerBi is a plus).
• Basic negotiation skills.
• Ability to prioritize tasks and determine appropriate actions.
• Security clearance or vetting may be required depending on the contract.

Please review our benefits here: Life at OSI
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI. 

Equal Opportunity Employer - Disability and Veterans

EEO is the Law

Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.