Rapiscan Systems
Global Product Specialist
Rapiscan Systems, Andover, Massachusetts, us, 05544
Overview
Rapiscan Systems, 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.This position is responsible for all aspects of product support, including, but not limited to handling all service call escalations, engineering investigations, new product launch activities, engineering design changes, technical documentation, fleet wide maintenance programs and special customer support projects.The Global Product Specialist will be expected to behave in a way likely to enhance the Company's reputation for providing 'caring, effective, long-term product after sales support.Responsibilities
Resolve assigned service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers.Provide expert product specific support for technical product issues not resolved by the 1st Line or Triage Call Center Teams.Product Complaint Investigations - Provide expert support and leadership in support of field service investigations and product reliability programs.Gather, share and analyze data in investigating product complaints, at the unit or fleet level. Determine if complaint is caused by user/technician error, environmental factors, configuration error, poor product quality or design deficiency.Recommend appropriate additional troubleshooting or corrective steps to resolve complaint.Support Cyber Security patching upgrades.Collect data and create Reliability Reports.Upload product documents to the Knowledge Base (KB).Support Trace product lines and learn other Rapiscan Products, such as 920CT, RTT, BPISupport the Network Operations Center (NOC).Engage other departments (Ops, QA, ENG, Supply Chain, and Training) as necessary to resolve assigned escalations. Facilitate the smooth transition of such issues to these departments and follow up aggressively to close out escalation cases.Management of Corrective Actions - Provide expert assistance and, as needed, prepare plans for Identified Corrective Actions and lead team to implement in the field. At the unit or fleet level. e. global recalls or upgrades.Product Service Plans - Create comprehensive plans and schedules to ensure Global Service Organization and distributor readiness for the launch of all new products.Write/Review Service Manuals.Write Technical Bulletins - Create and ensure appropriate distribution of all documents detailing changes to products' technical specification, service procedures, or facilitate Corrective Action programs.Technical Training - Work with the global training team, produce/validate training materials, provide mini videos and assist in delivery of technical training.Installation Assistance - provide expert planning and on-site assistance to the Global Service Organization and distributors for complex or high-profile installations.Represent Service in the New Product Development NPD process - ensure that NPD process Service requirements are fully met and ensure a seamless and successful product launch.Engineering Change Orders ECOs- Review and approve relevant ECOs on behalf of the global service organization. Write and submit ECOs pertaining to service requirements (Parts BOMs, Service Documentation, Service Tools/Equipment)International and Domestic Travel may be required but will not exceed 50% per year.Compliance with all company policies, procedures and guidelines is essential at all times.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 Rapiscan Systems 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.Qualifications
Bachelors Degree in Electrical Engineering preferred or relevant work experience5+ years previous experience providing International Technical SupportPrevious experience as a Field Service Technician, mininum 5 years of Trace experienceExcellent communication skills.Direct customer experience a mustHighly proficient MS Windows/OfficeDesirable QualificationsPrevious experience with Quality Processes6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative ProcessesAble to obtain a US Security ClearancePlease 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 AGENCIESOSI 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 VeteranEEO is the LawPoster Link: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfOSI 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.
Rapiscan Systems, 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.This position is responsible for all aspects of product support, including, but not limited to handling all service call escalations, engineering investigations, new product launch activities, engineering design changes, technical documentation, fleet wide maintenance programs and special customer support projects.The Global Product Specialist will be expected to behave in a way likely to enhance the Company's reputation for providing 'caring, effective, long-term product after sales support.Responsibilities
Resolve assigned service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers.Provide expert product specific support for technical product issues not resolved by the 1st Line or Triage Call Center Teams.Product Complaint Investigations - Provide expert support and leadership in support of field service investigations and product reliability programs.Gather, share and analyze data in investigating product complaints, at the unit or fleet level. Determine if complaint is caused by user/technician error, environmental factors, configuration error, poor product quality or design deficiency.Recommend appropriate additional troubleshooting or corrective steps to resolve complaint.Support Cyber Security patching upgrades.Collect data and create Reliability Reports.Upload product documents to the Knowledge Base (KB).Support Trace product lines and learn other Rapiscan Products, such as 920CT, RTT, BPISupport the Network Operations Center (NOC).Engage other departments (Ops, QA, ENG, Supply Chain, and Training) as necessary to resolve assigned escalations. Facilitate the smooth transition of such issues to these departments and follow up aggressively to close out escalation cases.Management of Corrective Actions - Provide expert assistance and, as needed, prepare plans for Identified Corrective Actions and lead team to implement in the field. At the unit or fleet level. e. global recalls or upgrades.Product Service Plans - Create comprehensive plans and schedules to ensure Global Service Organization and distributor readiness for the launch of all new products.Write/Review Service Manuals.Write Technical Bulletins - Create and ensure appropriate distribution of all documents detailing changes to products' technical specification, service procedures, or facilitate Corrective Action programs.Technical Training - Work with the global training team, produce/validate training materials, provide mini videos and assist in delivery of technical training.Installation Assistance - provide expert planning and on-site assistance to the Global Service Organization and distributors for complex or high-profile installations.Represent Service in the New Product Development NPD process - ensure that NPD process Service requirements are fully met and ensure a seamless and successful product launch.Engineering Change Orders ECOs- Review and approve relevant ECOs on behalf of the global service organization. Write and submit ECOs pertaining to service requirements (Parts BOMs, Service Documentation, Service Tools/Equipment)International and Domestic Travel may be required but will not exceed 50% per year.Compliance with all company policies, procedures and guidelines is essential at all times.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 Rapiscan Systems 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.Qualifications
Bachelors Degree in Electrical Engineering preferred or relevant work experience5+ years previous experience providing International Technical SupportPrevious experience as a Field Service Technician, mininum 5 years of Trace experienceExcellent communication skills.Direct customer experience a mustHighly proficient MS Windows/OfficeDesirable QualificationsPrevious experience with Quality Processes6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative ProcessesAble to obtain a US Security ClearancePlease 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 AGENCIESOSI 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 VeteranEEO is the LawPoster Link: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfOSI 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.