Customer Support Technician

OSI Systems, Inc.; Oak Ridge (TN); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health plans

401(k) retirement plan

Health savings account

Job summary

Rapiscan, an OSI Systems, Inc. company, seeks a Customer Support Technician to maximize customer satisfaction through technical expertise and direct communication.

Role includes system installations and ensuring ongoing operation to customer specifications, primarily via scheduled maintenance with repairs as needed. Responsibilities include remote/onsite support, troubleshooting, training participation, and thorough documentation.

Qualifications

• Associates degree or equivalent experience in a technical related field with emphasis on computer networking, databases, and diagnostics.
• 1+ year in technical support with focus on networking, VPNs and remote desktop support.
• Proficiency with Windows Computer Management, TCP/IP, and Remote Computing.

Responsibilities

• Provide remote and on-site technical support for installation, remote software installation, commissioning and troubleshooting of Rapiscan systems.
• Identify and analyze instrument problems, perform remote diagnostics, and provide repair instructions to meet specifications.
• Acquire understanding of Rapiscan│AS&E hardware and software to help customers resolve questions.
• Support and own technical issues at existing customer sites.
• Document all service activities including inventory, service orders and expense reports.
• Participate in training and continuous improvement, coordinating corrective actions as needed.

Skills

Networking

VPNs

Remote desktop

Windows administration

TCP/IP

Education

Associate degree in a technical field

Tools

MS Office

SQL

CRM software

Diagnostic tools

Job description

Overview

Rapiscan, an OSI Systems, Inc. company, empowers those who safeguard our world with the technologies, services, and expertise needed to detect threats, secure commerce, and protect communities. An industry leader in X-ray inspection, radiation and trace detection, metal detection, and optical inspection solutions, Rapiscan has over 100,000 scanning systems installed around the world to assist customs agencies, border security, aviation authorities, law enforcement, military organizations, and security professionals in combatting terrorism, smuggling, and trade fraud.

The Customer Support Technician will be responsible for ensuring and maximizing customer satisfaction with Rapiscan│AS&E products through technical expertise and direct customer communications. The Customer Support Technician will assist with system installations and will also be responsible for ensuring that all systems continue to operate to customer specifications primarily by regular and complete scheduled maintenance with repair service as needed.

Responsibilities

• Provide remote and occasional on-site technical support for installation, remote software installation, commissioning and troubleshooting of Rapiscan systems.
• Duties may include working with engineering for software installation and operation instructions, identifying and analyzing instrument problems, remote diagnostic troubleshooting and providing repair instructions to meet specifications, and escalating any exceptional issues to minimize customer down-time.
• Acquire a complete understanding (end-user level) of the Rapiscan│AS&E hardware and software to help the customer quickly resolve their questions or issues.
• Support and provide ownership of technical issues at existing customer sites.
• Maintain statistics of customer questions and issues for both hardware and software to locate issues that need attention; suggest improvements to the appropriate department or group.
• Participates in training programs and continuous improvement efforts and coordinates corrective action processes for current products.
• Monitor’s end-user feedback through regular interaction with end users either by phone or at the clients’ site.
• Serves as On-Call Customer Support Technician when required.
• Interacts with other departments to supply technical information and problem resolutions as needed.
• Properly document all service-related activities in a timely and professional manner including inventory, service orders, expense reports, and all other required records.
• Must have the physical capabilities to lift, carry or otherwise move and position objects weighing up to 50 pounds.
• Must be able to work at heights using aerial machinery such as man lifts and scissor lifts.
• 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/AS&E 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

• Associates degree or equivalent experience in a technical related field with a strong emphasis in computer networking, database configuration, basic programming, and electrical component diagnostics.
• One (1) or more years’ experience in technical support with an emphasis on computer networking, VPN’s and remote desktop support. Demonstrated aptitude with electronic component diagnostics and repair.
• Must be able to demonstrate proficiency with Windows Computer Management, TCP/IP, and Remote Computing.
• Travel (up to 2%) will be required to visit customer sites and perform service as needed.
• Computer hardware/software using Microsoft operating systems-based tools such as MS Office, SQL, and Customer Relations Management Software, proprietary PanelView software utility, and diagnostic software as well as all Portal and System user software.

Please review our benefits here: Life at OSI

Pay may range from $18.00 - $22.00 hourly

The pay range above represents annual base salary only. Final compensation will be determined based on factors such as your job level, geographic location, date of hire, experience, job-related knowledge and skills, and education in conjunction with market and business considerations. Base salary is one component of your total rewards package. You may be eligible for long-term incentives, potential discretionary bonuses, and the ability to purchase company stock at a discounted rate through the Employee Stock Purchase Program (ESPP). OSI also offers comprehensive benefits including various options for health plans, access to 401(k) retirement plan, health savings account, disability insurance, life insurance, AD&D insurance, leave of absence programs and an array of voluntary benefits. In addition, paid time off is offered to be used for vacation, holidays, bereavement, and jury duty. Full-Time salaried employees are entitled to flexible time-off.

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 Veterans

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.