Electrical - Mechanical Technical support

Overview

Rapiscan Systems, Inc. designs, manufactures and markets security and inspection systems worldwide. Our products range from hand held metal detectors to Real Time Tomography used to inspect baggage, cargo, people, vehicles and other objects for people, weapons, explosives, drugs, money, and other contraband. Rapiscan Systems security and inspection devices can be found in locations such as airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities.

We are looking for a Technical Support Technician to join our team. This individual will work independently with very limited supervision, perform field service functions by providing detailed support of installing, troubleshooting, maintaining, and servicing all Rapiscan security products at customer sites. Typically handles complex products and more complex problems as needed.

• Provides technical support for Field Service Technicians, customers, and service providers for installing, troubleshooting, and maintaining x-ray security systems using Network Operation Center (NOC), built-in diagnostics and external test equipment.
• Delivers instruction and/or carries out and records all maintenance tasks.
• Instructs, diagnoses, and repairs or replaces malfunctioning components as required.
• Provides instruction and/or sets up and utilizes specialized test and diagnostic equipment to isolate malfunctions.
• Render instruction and/or conducts equipment/system acceptance testing following established procedures.
• Conducts FSE, provider & customer training as needed.
• Performs systems demonstrations.
• Prepares and documents the details of the “fix” to the problem from each customer site upon completion of the visit. Input information into Rapiscan’s ERP, as well as an internally designed database.
• Coordinate direct communications with the customer as required.
• Provide statistical analysis of various departmental data, field failures, call closure rate, etc.
• Maintain service call database and update technical support action item log.
• Ensure that billing, filing, and paperwork processes are complete, accurate and on time.
• Uphold the Company’s core values of 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 ensure corrective action and to avoid recurrence.
• Duties may be modified or assigned at any time to meet the needs of the business.

• Associate degree in engineering required or equivalent work experience; technical school or military training in engineering technology may be substituted in lieu of degree.
• Minimum of 7 years of experience in a field service environment.
• Knowledge of engineering standards, equipment maintenance techniques and quality control procedures.
• Knowledge of electronic and mechanical assemblies, wiring diagrams and schematics.
• Knowledge of complex mechanical systems; familiarity with test equipment (DVM and oscilloscope); experience with High Voltage and X-ray producing equipment preferred.
• Customer interface and communication skills, both verbal and written.
• Ability to effectively use Microsoft Office products (Word, Excel).
• Willingness to work overtime and non-standard hours, including weekends and holidays.
• Team player with ability to work under pressure in a fast-paced environment with minimal supervision.
• Available to travel on short notice, including weekends, and assist other field sites as required.
• Capable of lifting 50 pounds.
• Must be bilingual in English and Spanish.
• Must pass Electronic Questionnaires for Investigations Processing (e-QIP) system and be able to obtain a Sensitive Security Information (SSI) clearance.

OSI Systems, Inc. and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. If any information is submitted without a signed agreement, OSI reserves the right to use such information without any financial obligation to the sender.

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