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A leading company in detection technology is looking for a Director, Global Product and Technical Support to enhance service delivery and product reliability. In this leadership role, you will manage complex technical challenges, develop service strategies, and ensure customer satisfaction while working with cross-functional teams. The ideal candidate has a strong background in leadership, customer engagement, and the security industry, with a proven track record of exceeding business objectives.
Rapiscan Systems is a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military, and high-security facilities. Our versatile X-ray system ranging from low to high energy—are designed to meet diverse security needs. Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease.
Role OverviewWe are currently seeking a Director, Global Product and Technical Support to join our team. You will have responsibility for working with engineering, quality, and service to ensure field serviceability of all security product lines.
You will establish KPIs to maximize system operational availability (Ao), implement and drive all aspects of Rapiscan’s security division field failure data collection and reporting into engineering and quality to drive customer operational improvements via improved service training concepts, engineering change proposals (ECPs), field and technical service bulletins (FSB/TSBs).
You and your team will be the escalation point for FSEs, 3rd party service providers and distributors to resolve field issues and act as the primary service interface with engineering, quality, and product management to resolve complex field issues. You will work with engineering and be responsible for ensuring service requirements and serviceability for all products (legacy and new) such as: preventative and corrective maintenance procedures, preventative maintenance (PM) schedules (frequency and task list), corrective maintenance (CM) procedures in line with all Rapiscan and global regulatory health and safety requirements, etc.
You will be responsible for developing spare parts lists, field replaceable unit (FRU) lists, consumable lists, and required field tools, safety and test equipment required to successfully execute all field activities (installation, commissioning, upgrades, s/w patching, PM & CM activities).
You will work closely with the EVP Global Security Service and Security Service Management team developing and establishing procedures governing how the business will seamlessly operate & execute in a world-wide setting. Working with the team, you will ensure that global processes and feedback mechanisms are standardized globally, driving operational efficiency, training improvements, logistics, and safety stock planning. You will be responsible for seeking opportunities with service sales to provide additional upgrades and greater capabilities to our clients as technology and product enhancements and features evolve.
You will work closely with the service management team in responding to and addressing customer complaints. Working with the service security team, you will analyze data to determine gaps in our service offerings (or tools) which are obstacles to growing the service business, executing operational excellence/efficiency and maximizing customer satisfaction with the overall goal to increase our overall efficiency and reduce our cost to provide service. You will be a key member of CAPA review board and oversee the execution/follow-up of current CAPAs assigned to Service.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behaviour 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 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.