Global Product Specialist

4 weeks ago


Andover, Massachusetts, United States Rapiscan Systems Full time
Job Description Overview

Rapiscan Systems, a leading provider of security and inspection systems, is seeking a highly skilled Global Product Specialist to join our team. Our products are designed to inspect baggage, cargo, people, vehicles, and other objects for weapons, explosives, drugs, and other contraband, and are used in a wide range of locations worldwide.

Key Responsibilities
  • Resolve complex service calls escalated from our 1st Line Triage, Call Center Teams, or regional service managers.
  • Provide expert product-specific support for technical product issues not resolved by our 1st Line or Triage Call Center Teams.
  • Lead investigations and product reliability programs, gathering and analyzing data to determine the root cause of product complaints.
  • Recommend additional troubleshooting or corrective steps to resolve complaints.
  • Support Cyber Security patching upgrades and collect data for Reliability Reports.
  • Upload product documents to our Knowledge Base (KB) and support Trace product lines and other Rapiscan Products.
  • Engage with other departments to resolve assigned escalations and facilitate the smooth transition of issues to these departments.
  • Manage Corrective Actions, providing expert assistance and leading teams to implement actions in the field.
  • Create comprehensive plans and schedules to ensure Global Service Organization and distributor readiness for new product launches.
  • Write and review Service Manuals, Technical Bulletins, and other documentation detailing changes to products' technical specifications and service procedures.
  • Develop and deliver technical training, working with our global training team to produce and validate training materials.
  • Provide expert planning and on-site assistance to our Global Service Organization and distributors for complex or high-profile installations.
  • Represent Service in the New Product Development (NPD) process, ensuring that NPD process Service requirements are fully met and that product launches are seamless and successful.
  • Review and approve Engineering Change Orders (ECOs) on behalf of our global service organization and write and submit ECOs pertaining to service requirements.
Qualifications
  • Bachelor's Degree in Electrical Engineering or relevant work experience.
  • 5+ years of previous experience providing International Technical Support.
  • Previous experience as a Field Service Technician, with a minimum of 5 years of Trace experience.
  • Excellent communication skills and direct customer experience.
  • Highly proficient in MS Windows/Office.
  • Desirable qualifications include previous experience with Quality Processes, 6-sigma qualification, or equivalent experience in Root Cause Investigative Processes.


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