Director, Global Product and Technical Support - Rapiscan Systems : Job Details

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Overview

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.

We are currently seeking a Director, Global Product and Technical Support to join our team. This individual will work with engineering, quality, and service to ensure field serviceability of all security product lines. Responsibilities include establishing KPIs, driving service data collection and reporting, acting as escalation point for field issues, developing service procedures, managing spare parts and tools, and collaborating with global teams to improve operational efficiency and customer satisfaction. The role involves significant leadership, strategic planning, and collaboration with various departments and external partners. Travel is approximately 30% (domestic & international).

Responsibilities

• Provide expert support for technical product issues and resolve escalated service calls.
• Lead investigations into product reliability and complaints, analyzing data to determine root causes.
• Coordinate with departments to manage escalations and ensure timely resolution.
• Develop and implement service plans, procedures, and training materials.
• Represent Service in new product development and ensure seamless product launches.
• Manage and develop the global technical support team, including training and performance management.
• Review and approve engineering change orders and support documentation production.
• Support service sales initiatives and identify opportunities for upgrades and enhancements.
• Analyze service data to identify gaps and improve service offerings.
• Participate in CAPA processes and oversee corrective actions.
• Support financial planning, budgeting, and KPI development for the service division.
• Maintain strong relationships with customers, partners, and internal teams.
• Uphold company values and ethical standards, ensuring compliance and quality.

Qualifications

• Bachelor's Degree in Business Administration or similar; MS preferred or relevant industry experience.
• 15+ years of relevant experience, with proven leadership in service or engineering roles.
• Strong customer engagement and relationship management skills.
• High computer literacy, especially MS Office; experience with ERP, CRM, and service tools is a plus.
• Excellent analytical, organizational, and communication skills.
• Ability to operate under pressure, manage multiple priorities, and travel as needed.
• Experience in security industry or related fields is advantageous.

Additional Information

Please review our benefits here: Life at OSI

This job is active and accepting applications.