Employer: Rapiscan Systems, Inc
Requisition # 8780
Rapiscan Systems, a wholly-owned subsidiary of OSI Systems, Inc. designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, sea ports and terminals, government and military installations and nuclear facilities.
Under remote direction, performs a wide variety of complex technical support activities by installing, troubleshooting, maintaining and servicing Rapiscan x-ray security systems at customer sites in a field environment. Responsible for assisting, advising, and instructing customer and installation personnel concerning the installation, operation, maintenance, testing and repair of complex and very sophisticated systems and related products in a field environment at multiple locations. Helps develop and maintain relationships and favorable contacts with current and potential clients. Helps ensure excellent client satisfaction through the delivery and maintenance of security and detection products and related professional services. Makes recommendations on system enhancements and/or design considerations. Must be able to perform the essential duties and responsibilities with or without reasonable accommodation.
Coordinates and/or performs the installation, calibration, operation, maintenance, modification, testing, troubleshooting and repair of systems of a highly complex nature.
Travels to customer sites for extended periods of time to install, train, maintain and repair very complex and very sophisticated issues on X-ray systems.
Initiates and coordinates site management responsibilities in the field. Coordinates required local support (subcontractors) individuals and activities while on deployment.
Manages customer expectations as the on-site company representative. Individual will be the on-site point liaison for the customer.
Contacts and coordinates with internal departments for parts as required ensuring optimal equipment operation.
Prepares and documents the details of the “fix” to the problem from each customer site upon completion of the visit. Information put into Navision as well as an internally designed database.
Acquaints customer personnel with the full capabilities of the equipment and/or systems for the immediate operational requirements.
Advises customer of all equipment changes and authorized modifications.
Majority of time spent is performing “hands on” installation and repair activities at the site.
Conducts on the job training for junior field service personnel in the operation and maintenance of systems and equipment at their assigned location.
Evaluates the customer’s needs/situation of why the escalation was necessary and provides technician training as needed to rectify the problem and insure complete customer satisfaction.
Instructs and trains employees in processes or methods in accordance with departmental procedures, practices and/or process sheets. Provides in formal on- the-job training for other field service staff and customers. May conduct technical seminars and training for customer or company personnel.
Augments technicians in job performance in assigned group as required maintaining continuity of work. May perform the most complex work assignments; sets up equipment as required.
Maintains quality of production, noting errors in work on departure from established procedures on part of employees he/she leads, correcting it and/or advising supervisors.
Prepares and submits trip reports which include results and recommendations for product improvement and site efficiency.
Coordinates with Field Service management to ensure most efficient service at customer sites in the field.
Performs first line technical support for field service personnel within the assigned region via phone and through site visits as needed.
Coordinates daily corrective and preventive maintenance activities at assigned work location.
Interfaces with local customer contacts with regards to site operations and service needs.
Prepared to travel with minimal notice as needed.
Ability to travel outside of assigned location up to 75%.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
Demonstrate behavior consistent with the company’s Code of Ethics and Conduct
The duties and responsibilities may change from time to time without notice and include, but are not limited to, the duties described above.
Associate’s Degree in Engineering, military trade school/technical training or equivalent experience.
Must have active Secret Security Clearance with the ability to obtain/maintain a Top Secret/SCI.
At least three (3) to four (4) years related field service experience required with X-ray equipment.
Minimum of two (2) years of experience working in a hostile/war-zone location.
At least 1 year of management/supervisory experience of personnel in a similar work environment.
Must be knowledgeable of engineering standards, equipment maintenance techniques and quality control procedures.
Knowledge of complex mechanical systems, familiarity with test equipment (DVM and oscilloscope) and experience with High Voltage and X-ray producing equipment required.
Ability to effectively use Microsoft office products such as Word and Excel and have a working knowledge of MS DOS operating systems.
Ability to effectively utilize Customer Relationship Management (CRM) software.
Customer relations and handling ability is paramount to this position.
Excellent verbal, written, and interpersonal communication skills are required for effective interface with all contacts.
Ability to work both individually and in a team environment is critical to be successful in this role.
Must be able to approach particular non-documented issues and present solutions and set procedures in place for future incidents.
Must be able to work in remote areas with adverse conditions and cultures.
Must be available to travel on short notice, work non-standard hours, travel on weekends, and assist other field sites as required. High level of travel away from home for extended periods to remote locations required.
Must have active Top Secret Security Clearance issued by Department of Defense.
Must be willing to relocate to either Iraq, Kuwait, Qatar or Afghanistan for at least one year.
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 the Security and Healthcare divisions, as well as to external original equipment manufacturer clients for application in the defense, aerospace, medical and industrial markets, among others