OSI Systems, Inc

  • Field Service Delivery Manager

    Location UK-Stoke-on-Trent
    Posted Date 4 months ago(9/27/2018 6:06 AM)
    Rapiscan Systems Ltd
    Requisition #
  • 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.


    The Field Service Delivery Manager (FSM) at Rapiscan / AS&E has the primary responsibility for the successful execution of service to Rapiscan / AS&E customers in the UK/Europe/Africa region of the world. Knowledge of contracts and contract deliverables, with the ability to deliver to varying Service Level Agreements.  Support and enforce Rapiscan / AS&E’s corporate safety policies and ensure all Rapiscan / AS&E policies are adhered to.  Maintain accurate spares and critical spares stocking levels for your assigned regions / territories.  This position requires an individual who is able to resolve client issues through superior client handling skills.  This position will primarily oversee Emergency Service, Contract Service, New Product Support, Maintenance, in addition to Sales Support.  You may be asked to take the lead in cross-functional deliverables, for example Export Control, ERP related, Sarbanes-Oxley related, or ISO related projects or audits.  Potential for long term overseas deployments / assignments may apply. 


      1. Uptime Management: managing service execution to performance metrics (10%).
      2. Revenue and Cost (P&L) Management: meeting and exceeding departmental financial goals (30%).
      3. Lowcost Service and Proactive Discovery: close and early teaming with Sales for future business, discovering and defining local resource alternatives, investing margin efficiencies to leverage Service & Sales; discovering other service business opportunities outside core maintenance (20%).
      4. Cross Functional Management: effective teaming with peers and other non-sales functional groups in the company to accomplish (1), (2), and (3) above. PMR responsibility for major accounts (10%).
      5. People Management and Development: Ensuring on-going effectiveness of your team utilization, which may consist of one or more each of the following: FS Leads, FS Engineers (30%).
      6. Implement service models, process and business practices to align with the overall business strategy in support of our customers.
      7. Distributor/Service Provider management with the contractual requirements.
      8. Work closely with product sales and service business development teams to find service solutions to grow the business in support of the customer which can be effectively executed.
      9. Manage, evaluate and develop team of employees to meet functional deliverables and responsibilities. Complete company people management requirements. Exhibit manager core competencies.
      10. It is the responsibility of every Rapiscan / AS&E 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.
      11. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the Company’s values, Code of Ethics and Conduct, and applicable compliance policies.
      12. Duties may be modified or assigned at any time to meet the needs of the business.


      Continuous Improvement:

      You will oversee and direct the input of your respective teams’ validation and review of documentation and procedures and recommend solutions to improve our methods and supporting processes with a focus on efficiency, safety and cost savings; in line with Field Service and Rapiscan / AS&E mission, goals and policies:

      1. Work through the Director of Training & Technical Support to document and improve processes and recommend items that are candidates for Quick Start Guide procedures.
      2. Work through the Director of Training & Technical Support to provide feedback on the content of Operator and Service manuals and make improvement recommendations when needed.
      3. Work with management to improve business related processes.
      4. Provide issues / lessons learned information when required to supplement the Technical Support Field Service Review Board process to support continuous improvements to company processes and procedures, and drive product enhancements / improvements.
      5. Focus on costs savings by planning and arranging travel accommodations as soon as practical.
        1. Travel is to be booked via Rapiscan / AS&E approved travel agencies and utilizing Rapiscan / AS&E’s security travel provider.
        2. Compliance to Rapiscan / AS&E policies and approvals for High Risk Countries is required.
      6. Detail plans to improve execution of Service, revenue and margin from business tools and lessons learned.

    Travel Requirements: 

    • Possess the willingness and flexibility to travel domestically and internationally up to 50%.
    • 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 and work independently to manage administrative tasks, including the timely submission of expenses and other administrative reporting as required.
    • 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, including security travel.
    • Ability to pass company background checks, and maintain good standing.


    Extensive experience of supporting complex capital equipment in a service capacity is required. Previous X-Ray systems experience a plus.

    • B. A. or 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.
    • 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’s guidelines.

    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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