What are the responsibilities and job description for the Global Product Specialist position at OSI Systems, Inc?
Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology – or multiple X-ray technologies – to address each customer’s unique security application requirements. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers find threats and contraband with ease and confidence.
The technical Product Specialist will focus on our Baggage and Parcel Detection security system, the BPI. 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.
They will also be expected to behave in a way likely to enhance the Company’s reputation for providing ‘caring, effective, long-term product after sales support. Compliance with all company policies, procedures and guidelines is essential at all times.
Support EDS Products such as RTT and 920CT- Support the Tier II TSA upgrade Contract.
- Support Cyber Security Patching upgrades
- Support the Network Operations Center (NOC)
- Support Advance Technologies
- 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 is 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.
- Engage other departments (Ops, QA, Eng, Supply Chain, and Trg) 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 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 annum.
- 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
- 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 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.
- Previous experience providing International Technical Support, min 10 years
- Previous experience as a Field Service Technician, min 10 years
- A recognized degree in a related subject
- Excellent communication skills – customer facing
- 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
Physical Demands:
Standing: 20%-25%
Bending: 5%-10%
Sitting: 20%-25%
Stooping: 0%-5%
Reaching: 0%-5%
Walking: 20%-25%
Lifting: 25-50 lbs
Company COVID-19 Vaccine Policy
To comply with applicable government requirements, all U.S. employees must be fully vaccinated against COVID-19 unless they are entitled to and approved for a legal accommodation, in accordance with the Company’s COVID-19 Vaccination Policy.
Equal Opportunity Employer
EEO is the Law
Poster Link: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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.