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Global Product Specialist

4 months ago

Andover, United States Rapiscan Full time

Overview:
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, sea ports and terminals, government and military installations and nuclear facilities.

This position is responsible for all aspects of product support, including, but not limited to handling all service call escalations, engineering investigations, new product launch activities, engineering design changes, technical documentation, fleet wide maintenance programs and special customer support projects.

The Global Product Specialist will be expected to behave in a way likely to enhance the Company’s reputation for providing ‘caring, effective, long-term product after sales support.

**Responsibilities**:

- Resolve assigned service calls escalated from a 1st Line Triage, Call Center Teams or from regional service managers.
- Provide expert product specific support for technical product issues not resolved by the 1st Line or Triage Call Center Teams.
- Product Complaint Investigations - Provide expert support and leadership in 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 complaint.
- Support Cyber Security patching upgrades.
- Collect data and create Reliability Reports.
- Upload product documents to the Knowledge Base (KB).
- Support Trace product lines and learn other Rapiscan Products, such as 920CT, RTT, BPI
- Support the Network Operations Center (NOC).
- Engage other departments (Ops, QA, ENG, Supply Chain, and Training) as necessary to resolve assigned escalations. Facilitate the smooth transition of such issues to these departments and follow up aggressively to close out escalation cases.
- Management of Corrective Actions - Provide expert assistance and, as needed, prepare plans for Identified Corrective Actions and lead team to implement in the field. At the unit or fleet level. e. global recalls or upgrades.
- Product Service Plans - Create comprehensive plans and schedules to ensure Global Service Organization and distributor readiness for the launch of all new products.
- Write/Review Service Manuals.
- Write 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/validate training materials, provide mini videos and assist in delivery of technical training.
- Installation Assistance - provide expert planning and on-site assistance to the Global Service Organization and distributors 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 on behalf of the global service organization. Write and submit ECOs pertaining to service requirements (Parts BOMs, Service Documentation, Service Tools/Equipment)
- International and Domestic Travel may be required but will not exceed 50% per year.
- Compliance with all company policies, procedures and guidelines is essential at all times.
- 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:

- Min 5 + years previous experience providing International Technical Support
- Previous experience as a Field Service Technician, min 5 years of Trace experience
- 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
- Able to obtain a US Security Clearance

**NOTICE TO THIRD PARTY AGENCIES**

**Equal Opportunity Employer - Disability and Veteran**

**EEO is the Law