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 a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities. Working independently with very limited supervision, s/he performs for 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. The Tech Support Technician must be able to perform the duties and responsibilities with or without reasonable accommodation. Responsibilities 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. Provides instruction and/or performs and documents all maintenance activities. Provides instruction and/or diagnosis, repairs or replaces defective units/components as appropriate. Provides instruction and/or sets up and utilizes specialized test and diagnostic equipment to isolate malfunctions. Provides 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. Information put 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. 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 Associate degree in engineering or equivalent experience or equivalent technical school or military training engineering technology. Minimum of 7 years of experience in a field service environment. Ability to read, write, and communicate in English and Spanish is highly desired. Must be knowledgeable of engineering standards, equipment maintenance techniques and quality control procedures. Must have knowledge of electronic and mechanical assemblies, as well as wiring diagrams and schematics. Knowledge of complex mechanical systems, familiarity with test equipment (DVM and oscilloscope) and experience with High Voltage and X-ray producing equipment preferred. Customer interface and communication skills, both verbal and written, are a must. Ability to effectively use Microsoft office products such as Word and Excel Willingness to work overtime as requested and non-standard hours, including weekends and holidays. Must be a team player with ability to work under pressure in a fast-paced environment with minimal oversight. Must be available to travel on short notice, non-standard hours, travel on weekends, and assist other field sites as required. Must be capable of lifting 50 pounds. Must pass Electronic Questionnaires for Investigations Processing (e-QIP) system. Must be able to obtain a Sensitive Security Information (SSI) clearance. Please review our benefits here: Life at OSI The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations. NOTICE TO THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI. Equal Opportunity Employer - Disability and Veterans EEO is the Law Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf 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.