Global Product Specialist

Rapiscan Systems, 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, seaports and terminals, government and military installations and nuclear facilities.

The technical Global Product Specialist will focus on supporting all Products in our Portfolio. This position is responsible for all aspects of product support, including, but not limited to handling all service call escalations, engineering investigations, provide Training, new product launch activities, engineering design changes, technical documentation, fleet wide maintenance programs and special customer support projects.

They will also be expected to behave in a way likely to enhance the Company's reputation for providing 'caring, effective, long-term product after sales support. Compliance with all company policies, procedures and guidelines is always essential.

• Resolve service calls escalated from 1st Line Triage, Call Center Teams, or service managers.
• Provide expert support for technical issues not resolved by 1st Line or Triage Call Center/Technical Support Teams.
• Product Complaint Investigations - Provide expert support and leadership is support of field service investigations and product reliability programs. Gather, share and analyze data in investigating product complaints, at the unit or fleet level. Determine if complaint is caused by user/technician error, environmental factors, configuration error, poor product quality or design deficiency. Recommend appropriate additional troubleshooting or corrective steps to resolve complaints.
• Support Cyber Security patching upgrades.
• Collect data and create Reliability Reports.
• Upload product documents to the Knowledge Base (KB).
• learn other Rapiscan Products, such as BPI, 920CT, RTT, VOTI,
• Support the Network Operations Center (NOC)
• Engage other departments (Ops, QA, PLM, ENG, Supply Chain, and Training) to resolve escalations and ensure smooth transitions.
• Manage Corrective Actions, prepare plans, and lead implementation in the field at the unit or fleet i.e. global recalls or upgrades.
• Create Product Service Plans for new product launches - Comprehensive plans and schedules to ensure Global Service Organization and distributor readiness for the launch of all new products.
• Review Service Manuals and provide feedback/Redlines to tech writer
• Write and distribute Technical Bulletins - Create and ensure appropriate distribution of all documents detailing changes to products' technical specification, service procedures, or facilitate Corrective Action programs.
• Technical Training - Work with the global training team, Produce and validate training materials, provide mini videos, and assist in technical training.
• Installation Assistance - Provide planning and on-site assistance for complex or high-profile installations.
• Represent Service in the New Product Development NPD process - ensure that NPD process Service requirements are fully met and ensure a seamless and successful product launch
• Engineering Change Orders ECOs- Review and approve relevant ECOs, write and submit ECOs for service requirements. (Parts BOMs, Service Documentation, Service Tools/Equipment)
• Travel up to 30% per year, both internationally and domestically.
• 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 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.

• High School Diploma required.
• Bachelors Degree in Electrical Engineering preferred
• Previous experience providing national and International Technical Support, min 5 years
• Previous experience as a Field Service Technician, min 5 years
• A recognized degree in a related subject
• Excellent communication skills -Direct interaction / contact with a customer
• Highly proficient MS Windows/Office

Desirable Qualifications

• Previous experience with Quality Processes
• 6-sigma qualification (green/black belt) or equivalent experience in Root Cause Investigative Processes.

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 Veteran

Know Your Rights

Poster Link:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.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.