OSI Systems, Inc

Field Service Lead (Etimad Program)

Location AE-Abu Dhabi
Posted Date 2 weeks ago(2/13/2018 9:13 AM)
Company
Rapiscan Systems Ltd
Requisition #
13663

Overview

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.

 

 Job Overview - A Field Service Lead (FS Lead) with Rapiscan | AS&E has the primary responsibility of ensuring the users of Rapiscan | AS&E equipment are satisfied with its performance. This is a senior field level position that will require enhanced troubleshooting and diagnostic skills and the ability to think independently and operate with minimal instruction. This position will also be relied upon to assist FSE I, FSE II & Senior FSE’s with troubleshooting and diagnostic skills, as well as making recommendations to management with regard to system performance, enhancements and general health and safety.  This position has additional reporting requirements of system status, to include Uptime Availability, Mean Time to Repair as well as review of Logistics plans in regards to forward stocked parts for correct min/max stocking levels based on parts used history reports to meet contracted Service Level Agreement requirements.  It is expected that 70% to 80% of the time will be spent providing field repair and maintenance while the other 20% to 30% will be spent supporting the other FSEs, working with clients and the Billerica office to enhance equipment availability, service revenues, reporting, and supporting Sales and Marketing activities. 

Responsibilities

This position requires an individual who is able to resolve complex client issues through technical expertise and superior client handling skills. Tasks that will routinely be performed include Emergency Service, Contract Service, New Product Support, Maintenance, Customer Training, in addition to Sales Support.  A FS Lead will be expected to train and assist other FSE I’s. FSE II’s & SFSE’s, plus provide corrective action recommendations to Technical Support, Manufacturing and Engineering.  Potential for long term overseas deployments / assignments may apply.  Other duties as required or directed.

 

Primary Responsibilities:

  • Perform service and maintenance for Rapiscan | AS&E systems, as requested by Field Service Managers.
  • Follow Field Service contract requirements for response time, information reporting and customer management.
  • Communicate with customer up to and during system corrective and preventative visits to ensure work is executed according to plan and in alignment with Rapiscan | AS&E business objectives.
  • Communicate with Customer Service Coordinators to ensure on time delivery of parts and materials.
  • Maintain and carry Field Service Tool Set.
  • Train & assist FSE I, FSE II & Senior FSE’s when needed or requested.
  • Complete timely Oracle reporting of labor, expense and materials to support relevant service contract requirements.
  • Complete and ensure proper distribution and storage of all required Work Order forms, Site Acceptance Test documentation, radiation survey documentation and other documents per Rapiscan | AS&E policy, including any specific customer contractual requirements (as needed).
  • Follow company safety program requirements.
  • Provide system status updates via Oracle reporting and use of mobile devices to management team as well as communicating areas of customer concern and other agreed upon status items.
  • Carry company provided cell phone and laptop and be on call.
  • Maintain positive control of tools, meters and test equipment and manage the timely return of equipment due calibration as required.
  • Maintain a safe/clean work environment and ensure company safety procedures and product workmanship procedures are adhered to:
    • Report all accident and safety incidents. Complete accident reports when required and work with management to investigate, identify, and implement corrective/preventative actions.
    • Lead, coordinate with customer and manage all work at the system location; know what to do in an emergency.
  • Validate and approve parts release from remote depott.
  • 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.

Qualifications

  • Minimum 5 years (or equivalent experience) of supporting complex capital equipment in a service capacity is required. Previous X-Ray systems experience a plus.
  • B.S. in Electronic Technology or Engineering with Mechanical Engineering experience.Technical degree or, demonstrable mechanical ability and knowledge. Previous experience may be substituted for the Technical Degree.
  • Prior supervisory experience required.
  • In depth knowledge / skills of Analog, Digital, and Mechanical systems.
  • Networking hardware and software knowledge and application skills required.
  • Database management and programming, software / firmware protocols.
  • Ability to effectively manage both technical and administrative functions.
  • Strong written and verbal communication skills (multi-lingual is a plus).
  • Good working knowledge of Microsoft Office suite.
  • Working knowledge of Oracle workflow management systems or similar ERP system.
  • Must be able to work independently and make logical decisions based upon Rapiscan | AS&E guidelines.

  

Travel Requirements:

  • Possess the willingness and flexibility to travel domestically and internationally up to 100%.
  • Work independently to plan and arrange travel accommodations within Rapiscan | AS&E guidelines.
  • Possess the flexibility and capability to deal with sudden changes (i.e. customer schedules, flight delays, on site weather delays etc.).
  • Maintain and organize expense receipts while in the field and work independently to manage administrative tasks, including the timely submission of expenses.
  • The ability to obtain site passes, clearances and Visas as required to carry out job responsibilities.
  • Maintain valid passport and credit card as required to support business travel.
  • Understand and comply with company travel policy.

Ability to pass company background checks, and maintain good standing

  

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.

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