Customer Support Technician

Overview

Rapiscan Systems, an OSI Systems, Inc. company, 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.

• Provide remote and occasional on-site technical support for installation, remote software installation, commissioning and troubleshooting of Rapiscan systems.
• Duties may include working with engineering for software installation and operation instructions, identifying and analyzing instrument problems, remote diagnostic troubleshooting and providing repair instructions to meet specifications, and escalating any exceptional issues to minimize customer down-time.
• Acquire a complete understanding (end-user level) of the Rapiscan│AS&E hardware and software to help the customer quickly resolve their questions or issues.
• Support and provide ownership of technical issues at existing customer sites.
• Maintain statistics of customer questions and issues for both hardware and software to locate issues that need attention; suggest improvements to the appropriate department or group.
• Participate in training programs and continuous improvement efforts and coordinate corrective action processes for current products.
• Monitor end‑user feedback through regular interaction with end users either by phone or at the clients’ site.
• Serve as On‑Call Customer Support Technician when required.
• Interact with other departments to supply technical information and problem resolutions as needed.
• Properly document all service‑related activities in a timely and professional manner, including inventory, service orders, expense reports, and all other required records.
• Must have the physical capabilities to lift, carry or otherwise move and position objects weighing up to 50 pounds.
• Must be able to work at heights using aerial machinery such as man lifts and scissor lifts.
• 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 Rapiscan/AS&E employee to report to their manager or a member of senior management any quality problems or defects so corrective action can be implemented and recurrence avoided.
• Duties may be modified or assigned at any time to meet the needs of the business.

• Associate’s degree or equivalent experience in a technical related field with a strong emphasis in computer networking, database configuration, basic programming, and electrical component diagnostics.
• One (1) or more years’ experience in technical support with an emphasis on computer networking, VPNs and remote desktop support. Demonstrated aptitude with electronic component diagnostics and repair.
• Must be able to demonstrate proficiency with Windows Computer Management, TCP/IP, and Remote Computing.
• Travel (up to 2%) will be required to visit customer sites and perform service as needed.
• Computer hardware/software skills using Microsoft operating systems‑based tools such as MS Office, SQL, Customer Relations Management Software, proprietary Panel View software utility, diagnostic software, and all Portal and System user software.

Pay may range from $18.00 - $22.00 hourly. The pay range above represents annual base salary only. Final compensation will be determined based on factors such as your job level, geographic location, date of hire, experience, job‑related knowledge and skills, and education in conjunction with market and business considerations.

Base salary is one component of your total rewards package. You may be eligible for long‑term incentives, potential discretionary bonuses, and the ability to purchase company stock at a discounted rate through the Employee Stock Purchase Program (ESPP). OSI also offers comprehensive benefits including various options for health plans, access to a 401(k) retirement plan, health savings account, disability insurance, life insurance, AD&D insurance, leave of absence programs and an array of voluntary benefits.

In addition, paid time off is offered to be used for vacation, holidays, bereavement, and jury duty. Full‑time salaried employees are entitled to flexible time‑off.

OSI Systems, Inc. is an equal‑opportunity employer. For more information, view the EEOC poster: https://(Use the "Apply for this Job" box below). Your Rights
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