OSI Systems, Inc

  • Technical Support Engineer - C&I

    Location UK-Salfords, Surrey
    Posted Date 3 months ago(3 months ago)
    Company
    Rapiscan Systems Ltd
    Requisition #
    14118
  • Overview

    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.

    The Technical Support Engineer is responsible for all aspects of product support for the Checkpoint and Instrument product range, 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.

     

    They will also be expected to behave in a way likely to enhance the Company’s reputation for providing ‘caring, effective, long-term product after sales support. Compliance with all company policies, procedures and guidelines is essential at all times.

    Responsibilities

    • Work within a team of Technical Support Specialists through performance, sharing and setting educational objectives
    • Ensures Technical Support team provides excellent customer service in addition to resolving issues
    • Ensures all service level objectives are being met or exceeded
    • Work with a sense of urgency to continually improve service levels and customer satisfaction
    • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
    • Report operational achievement and progress to upper management on a regular basis including statistical analysis and action plans
    • Resolve assigned service calls escalated from a 1st Line Triage, Call Centre Teams or from regional service managers.
    • Provide expert product specific support for technical product issues not resolved by the 1st Line or Triage Call Centre Teams.
    • Product Complaint Investigations – Provide expert support and leadership is support of field service investigations and product reliability programs. Gather, share and analyse 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.
    • Engage other departments (Ops, QA, Eng., Supply Chain, and Trg) 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. i.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/Review 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 and assist in delivery of technical training where required
    • 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 annum.
    • Uphold the Company’s core values of Integrity, Innovation, Accountability, and Teamwork.
    • Demonstrate behaviour 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

    Essential

    • Experience in a high level technical role
    • Previous experience providing Domestic and International Service Support, min 10 years
    • A recognized qualification in a related subject
    • Excellent communication skills – customer facing
    • Highly proficient MS Windows/Office/Mobile Apps

    Desirable

    • Previous experience with Quality Processes
    • 6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative Processes

     

    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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