Field Service Engineer

Overview

Rapiscan Systems designs, manufactures and markets security and inspection systems worldwide. Our products inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs and contraband. Rapiscan systems are deployed in airports, border crossings, railway stations, seaports, government and military installations, and nuclear facilities.

We are currently seeking a Field Service Engineer I. The primary responsibility is ensuring user satisfaction with Rapiscan equipment. The role requires basic troubleshooting, diagnostic skills, independent judgment, and minimal instruction. You can expect up to 75% travel (international and domestic) and occasional work beyond eight hours, including weekends. Typical tasks include emergency service, contract service, new product support, maintenance, and customer training.

Long‑term overseas deployments or assignments may apply.

• Perform service and maintenance for Rapiscan systems, as directed by Field Service Managers.
• Follow Field Service contract requirements for response time, information reporting, and customer management.
• Communicate with customers during corrective and preventative visits to ensure work aligns with Rapiscan objectives.
• Coordinate with Customer Service Coordinators to ensure timely delivery of parts and materials.
• Maintain and carry a Field Service Tool Set.
• Complete timely reporting of labor, expenses, and materials to support contract and company policy.
• Ensure proper distribution and storage of all required documents per policy and customer contractual requirements.
• Follow company safety program requirements.
• Provide system status updates via CRM reporting and mobile devices to the management team.
• Carry company-provided cell phone and laptop; be on call as required.
• Maintain control of tools, meters, and test equipment; manage timely return for calibration.
• Maintain a safe/clean work environment and adhere to product workmanship procedures.
• Report all accidents and safety incidents; complete accident reports and work with management to implement corrective actions.
• Lead, coordinate with customers, and manage all work at the system location; know what to do in an emergency.
• Complete all required training courses within a timely manner with stated passing grades.
• Uphold the company’s core values:
  Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• Report quality problems or defects to management to facilitate corrective action and prevent recurrence.
• Duties may be modified or assigned at any time to meet the needs of the business.

• A.S. in Electronic Technology or Engineering with mechanical engineering experience.
  • Technical degree or demonstrable mechanical ability and knowledge.
  • Previous experience or military training may be substituted for the Technical Degree.
  • Basic knowledge of analog, digital, and mechanical systems.
• Three years of field service experience; experience in the x‑ray industry highly desired.
• Networking hardware and software literacy.
• Database management and programming, software/firmware protocols.
• Ability to effectively manage both technical and administrative functions.
• Strong written and verbal communication skills.
• 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 within position parameters.
• Able to work on call rotation and work outside hours as needed.
• Must be able to stand, bend, stoop, walk, climb, and lift up to 50 pounds daily.
• Must be able to work outside in inclement weather as needed.
• Must possess a valid driver’s license and reliable transportation for travel under 300 miles round‑trip.

• Willingness and flexibility to travel domestically and internationally up to 75%.
• Work independently to plan and arrange travel accommodations within company guidelines.
• Flexibility to handle sudden changes (e.g., customer schedules, flight delays).
• Maintain and organize expense receipts while in the field; submit expenses promptly.
• Obtain site passes,…