Customer Support Technician – Remote & On-Site Solutions

Rapiscan Systems; Oak Ridge (TN); On-site; USD 51,577,000 - 63,039,000; Full time

Job summary

Rapiscan Systems in Oak Ridge, TN seeks a Customer Support Technician to ensure customer satisfaction with Rapiscan│AS&E products through technical expertise and direct client communication. You will assist with system installations and perform regular maintenance to keep systems operating to specification.

The role requires at least an associate degree in a technical field or equivalent experience, with networking and Windows/remote computing skills.

Qualifications

• Associate degree in a technical field or equivalent experience with networking and diagnostics.
• 1+ years in technical support with networking, VPNs, and remote desktop support.
• Proficiency with Windows Management, TCP/IP, and remote computing.
• Travel up to 2% of the time to client sites for service as needed.
• Experience with MS Office, SQL, PanelView, and diagnostic software.

Responsibilities

• Provide remote and occasional on-site technical support for installation, remote software installation, commissioning and troubleshooting of Rapiscan systems.
• Collaborate with engineering for software installation and operation instructions, identify and analyze instrument problems, remote diagnostic troubleshooting and provide repair instructions.
• Acquire a complete understanding of Rapiscan hardware and software to help customers resolve questions or issues.
• Support and ownership of technical issues at existing customer sites.
• Maintain statistics of customer questions and issues for hardware and software and suggest improvements.
• Participate in training programs and continuous improvement efforts and coordinate corrective actions.
• Monitor end-user feedback through regular interaction with end users by phone or at client sites.
• Serve as On-Call Customer Support Technician when required.
• Document all service-related activities timely and professionally.

Skills

Networking

Remote support

Windows OS proficiency

TCP/IP

VPNs

Remote Computing

Troubleshooting

Education

Associate degree in technical field

Tools

PanelView software

MS Office

SQL

Diagnostic software

Job description

Rapiscan Systems in Oak Ridge, TN seeks a Customer Support Technician to ensure customer satisfaction with Rapiscan│AS&E products through technical expertise and direct client communication. You will assist with system installations and perform regular maintenance to keep systems operating to specification.

The role requires at least an associate degree in a technical field or equivalent experience, with networking and Windows/remote computing skills.