Technical Support Engineer

Rapiscan Systems
10 Oct 2018
14 Oct 2018
Contract Type
Full Time
NEW OPPORTUNITY! Rapiscan Systems now have a fantastic opportunity for an experienced Technical Support Engineer.

We are an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints.

As the Technical Support Engineer, you are responsible for all aspects of product support for the Checkpoint and Instrument product range. Including, but not limited to handling all service call escalations, engineering investigations, new product launch activities, engineering design changes and technical documentation.

Key Responsibilities of the Technical Support Engineer:

- Ensure technical support team provide excellent customer service
- Continually improve service levels and customer satisfaction
- Report operational achievement and progress to upper management
- Resolve assigned service calls escalations
- Provide expert product specific support for technical product issues not resolved by the 1st line or triage call centre teams
- Investigate product complaints and recommend corrective steps to resolve complaint
- Provide expert assistance and, as needed, prepare plans for Identified Corrective actions
- Create comprehensive product service plans and schedules to ensure global service and distributor readiness for the launch of all new products
- Write/review service manual and technical bulletins
- Work with the global training team, produce/validate training materials and assist in delivery of technical training where required
- Provide expert planning and on-site installation assistance internally and externally
- Represent service in the New Product Development (NPD) process and ensure a seamless and successful product launch
- Review and approve relevant Engineering Change Orders (ECOs) on behalf of the global service organization. Write and submit ECOs pertaining to service requirements
- International and domestic travel will be required

Skills & Experience Required:

- Experience in a high level technical role
- Providing domestic and international service support
- A recognised qualification in a related subject
- Excellent communication skills and customer facing
- Highly proficient MS Windows/Office/Mobile apps
- High level technical experience with x-ray equipment such as for inspection systems or medical imaging
- Previous experience with quality processes - BENEFICIAL
- 6-sigma qualification (green/black belt) or equivalent experience in root cause investigative processes - BENEFICIAL

In return, the Technical Support Engineer can expect:

- Highly Competitive Salary
- Company Pension Plan
- Friendly, vibrant team which is rapidly expanding
- Great career progression – Opportunity to work within an industry leading organisation

What’s Next?
If you are interested in this Technical Support Engineer position, simply submit your CV via the button shown.


Keywords: Technical Support Engineer, Technical Support, X-Ray, 6-Sigma, Engineering, Electronics, Salfords, Redhill, Surrey

This vacancy is being advertised by Net-Recruit

Similar jobs

Similar jobs