Director, Global Product and Technical Support

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 have responsibility for working with engineering, quality, and service to ensure field serviceability of all security product lines. They'd 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). This position and their team will be the escalation point for FSEs, 3rd party service providers and distributors to resolve filed issues and act as the primary service interface with engineering, quality, and product management to resolve complex field issues.

They 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. This person 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).

This individual 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, this individual will ensure that global processes and feedback mechanisms are standardized globally, driving operational efficiency, training improvements, logistics, and safety stock planning. This position 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. They will work closely with the service management team in responding to and addressing customer complaints.

Working with the service security team, they 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. They will be a key member of CAPA review board and oversee the execution/follow-up of current CAPAs assigned to Service.

This individual will support Security Service revenue goals and business initiatives, customer visits, key account initiatives and other aspects to service and overall division business. This role carries significant responsibility, and the successful candidate will require gravitas and senior leadership credibility to engage, collaborate and influence people at all levels of the organization and external customers. Travel varies, but averages approximately 30% (domestic & international).

Responsibilities

• Provide expert product specific support for technical product issues to resolve assigned service calls escalated from a 1st Line Triage, Call Center Teams, regional FSEs, service managers, service providers or distributors.
• Provide leadership in support of field service investigations and product reliability complaints/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 complaints.
• Engage other departments (Ops, QA, Eng, Sales, Service, PLM, Supply Chain, and Training) ensuring the timely and proactive management, 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, to improve customer satisfaction.
• Provide expert assistance and prepare plans for Identified Corrective Actions and lead team to implement in the field.
• Create comprehensive product service plans and schedules to ensure Global Service Organization, 3rd party service providers and distributor readiness for the launch of all new products and update during the product lifecycle.
• Represent Service in the New Product Development NPD process ensuring that Service requirements are fully met and ensure a seamless and successful product launch and transition into training and service delivery.
• Establish a true 24/7/365 follow the sun technical and product support team required by the business.
• Motivate, manage and monitor training and development of the Product Specialist and Technical Support team through performance, coaching and setting educational objectives.
• Ensure individuals are properly managing the business initiatives within their areas/regions of responsibility and to facilitate cross-training for flexible 24/7/365 support across the globe.
• Review and approve relevant Engineering Change Orders (ECOs) on behalf of the global service organization.
• Write and submit ECO, FSRBs, TSBs pertaining to service requirements (Parts BOMs, Service Documentation, Service Tools/Equipment).
• Supervise the Production and Publication of support documentation: Manuals and Guides, Technical Bulletins, etc.
• Work with the global training team, produce/validate training materials and assist in delivery of technical training based upon actual system field performance data.
• Provide expert planning and on-site assistance to the Global Service Organization and distributors for complex or high profile installations.
• Establish an annual set of clear, measurable and achievable operational goals which positively impact the customer experience, the business top and bottom lines and ensuring that they are subsequently met.
• Support management in all aspects of the team’s P&L, financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; helping drive business growth and operational improvements.
• Managing external business partnerships by maintaining strong relationships with distributors, suppliers, 3rd party providers commensurate with departmental strategy and achievement of business plans.
• Develop and track KPIs to consistently meet or exceed performance metrics & departmental goals.
• Ensure the timely provision of monthly reports, activity analyses and customer satisfaction metrics as required.
• Working with the Global Service Leadership team & key business stakeholders to identify opportunities to improve our service operating model.
• Assess and evaluate new service technologies to drive operational excellence and improvements to the processes, tools, and reports that enable world-class service delivery which is efficient and effective, easy for the customer and provides Rapiscan with a market differentiator.
• Support the delivery of sustainable growth to the Security Service P&L through new business up-sell opportunities across our existing customer base by teaming with Service Sales to expand our service offerings to meet evolving customer needs.
• Support Sales (product and service), Sales Operations, Engineering, IT, Finance, Program Management & other key functions to grow the business through contract and tender preparation, negotiation, and pre-sales support.
• Develop and maintain excellent relationships with customers and authorised service partners.
• Ensure risks are communicated in a very proactive manner to prevent serious issues from occurring within the business.
• Engage in strategic and operational discussions with the Service Leadership Team to determine future business and customer requirements for continued Service Innovation.

Qualifications

• Bachelors Degree in Business Administration or similar field required. MS degree a plus. Service or Engineering and/or industry experience may be substituted in lieu of degree.
• 15+ years of relevant experience required.
• Seasoned professional with a proven track record of producing exceptional results and leading organizational changes.
• Expert level experience in customer engagement and establishing/maintaining significant customer relationships.
• High computer literacy, which involves being able to work with Microsoft packages.
• Excellent analytical, problem solving, self-management, and organizational skills.
• Well-developed oral and written communication skills and interpersonal skills.
• Organizational and time management.
• Comfortable in a fast paced and high-pressure environment.
• A strong focus on world-class service sales, delivery, and prior experience of driving innovation and improvements in service delivery, adopting a hands-on approach, as required.
• Demonstrated experience of influencing beyond authority, driving change & process improvement in a maturing environment.
• Ability to operate under extreme pressure, juggle multiple priorities, and resolve complex program issues while meeting customer and business objectives.
• Adaptable to change in an evolving environment with proactive identification and mitigation of risks and challenges.
• A continual improvement mindset at a technical and operational level to drive high levels of customer satisfaction.
• Excellent interpersonal skills, with experience of working effectively across a diverse range of internal and external stakeholders globally to drive business engagement and service excellence.
• Willing to travel to meet customer demands.
• The ideal candidate will have a track record for exceeding business objectives, customer management, business and commercial acumen, with the ability to communicate effectively and influence at all levels with the organization.
• Exposure to the security industry would be a plus.
• Proven track record in leadership, coaching, and development of people.
• Experience with ERP (Navision), CRM (Dynamics 365), & Service Delivery tools (Maximo/ServiceMax) would be desirable.
• Highly competent with MS Office Suite, including Word, Excel, PowerPoint and Project.