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- Tasks: Lead global product and technical support, ensuring top-notch service and operational efficiency.
- Company: Join Rapiscan Systems, a leader in advanced detection technology for security solutions worldwide.
- Benefits: Enjoy competitive pay, opportunities for growth, and a dynamic work environment.
- Why this job: Be part of a mission-driven team that enhances global security while developing your leadership skills.
- Qualifications: 15+ years in leadership roles; a degree in a related field is essential.
- Other info: Willingness to travel internationally (approx. 30%) is required.
The predicted salary is between 72000 - 108000 £ per year.
Overview
Rapiscan Systems is a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military, and high-security facilities. Our versatile X-ray system ranging from low to high energy—are designed to meet diverse security needs. Known for exceptional imaging, reliability, and innovation, our solutions empower operators to detect threats and contraband with confidence and ease.
Role Overview We are currently seeking a Director, Global Product and Technical Support to join our team. You will have responsibility for working with engineering, quality, and service to ensure field serviceability of all security product lines.
You will 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).
You and your team will be the escalation point for FSEs, 3rd party service providers and distributors to resolve field issues and act as the primary service interface with engineering, quality, and product management to resolve complex field issues. You 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.
You 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).
You 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, you will ensure that global processes and feedback mechanisms are standardized globally, driving operational efficiency, training improvements, logistics, and safety stock planning. You 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.
You will work closely with the service management team in responding to and addressing customer complaints. Working with the service security team, you 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. You will be a key member of CAPA review board and oversee the execution/follow-up of current CAPAs assigned to Service.
Responsibilities
Technical Leadership & Escalation Management
- Lead resolution of complex technical issues escalated from global service teams, ensuring timely and expert-level support.
- Oversee field investigations and product reliability programs, analyzing root causes and recommending corrective actions.
- Collaborate cross-functionally with Engineering, Quality, Sales, and Operations to manage escalations and drive customer satisfaction.
Product & Service Readiness
- Develop and maintain comprehensive service plans, documentation, and readiness strategies for new product launches and lifecycle updates.
- Represent the Service function in New Product Development (NPD) to ensure serviceability and seamless transition into operations.
- Establish and manage a 24/7 global technical support model, ensuring consistent, high-quality service delivery.
Team Development & Operational Excellence
- Lead, coach, and develop the Product Specialist and Technical Support teams, fostering cross-training and global coverage.
- Approve and contribute to Engineering Change Orders (ECOs), service bulletins, and technical documentation.
- Partner with the global training team to create and deliver training programs based on real-world performance data.
Strategic Planning & Execution
- Provide on-site support for complex installations and high-profile projects.
- Define and track annual operational goals aligned with business objectives and customer satisfaction.
- Manage departmental P&L, budgeting, and financial forecasting to support growth and efficiency.
Partnerships & Innovation
- Build and maintain strong relationships with distributors, suppliers, and third-party service providers.
- Identify and implement new service technologies and process improvements to enhance delivery and differentiate Rapiscan in the market.
- Collaborate with Service Sales to identify upsell opportunities and expand service offerings.
Governance & Reporting
- Monitor and report on KPIs, customer satisfaction, and operational performance.
- Participate in strategic planning with the Global Service Leadership Team to shape future service models.
- Ensure proactive risk communication and mitigation across all service operations.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behaviour 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 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
- Education & Experience: Bachelor’s degree or a related field required; a Master’s degree is a plus. Equivalent experience in Service, Engineering, or industry may be considered. Minimum 15 years of relevant leadership experience.
- Proven Leadership: Demonstrated success in driving organizational change, delivering results, and leading high-performing teams in dynamic environments.
- Customer Focus: Expertise in customer engagement and relationship management, with a strong commercial acumen and a track record of exceeding business objectives.
- Technical & Analytical Skills: High proficiency in Microsoft Office and other business tools. Strong analytical, problem-solving, and decision-making capabilities.
- Communication & Collaboration: Excellent interpersonal, verbal, and written communication skills. Comfortable working across global, cross-functional teams and engaging stakeholders at all levels.
- Operational Agility: Ability to manage multiple priorities under pressure, with a hands-on approach to service innovation and delivery excellence.
- Industry Insight: Experience in the security industry is advantageous. Willingness to travel internationally (approx. 30%).
- Education & Experience: Bachelor’s degree or a related field required; a Master’s degree is a plus. Equivalent experience in Service, Engineering, or industry may be considered. Minimum 15 years of relevant leadership experience.
- Proven Leadership: Demonstrated success in driving organizational change, delivering results, and leading high-performing teams in dynamic environments.
- Customer Focus: Expertise in customer engagement and relationship management, with a strong commercial acumen and a track record of exceeding business objectives.
- Technical & Analytical Skills: High proficiency in Microsoft Office and other business tools. Strong analytical, problem-solving, and decision-making capabilities.
- Communication & Collaboration: Excellent interpersonal, verbal, and written communication skills. Comfortable working across global, cross-functional teams and engaging stakeholders at all levels.
- Operational Agility: Ability to manage multiple priorities under pressure, with a hands-on approach to service innovation and delivery excellence.
- Industry Insight: Experience in the security industry is advantageous. Willingness to travel internationally (approx. 30%).
Technical Leadership & Escalation Management
- Lead resolution of complex technical issues escalated from global service teams, ensuring timely and expert-level support.
- Oversee field investigations and product reliability programs, analyzing root causes and recommending corrective actions.
- Collaborate cross-functionally with Engineering, Quality, Sales, and Operations to manage escalations and drive customer satisfaction.
Product & Service Readiness
- Develop and maintain comprehensive service plans, documentation, and readiness strategies for new product launches and lifecycle updates.
- Represent the Service function in New Product Development (NPD) to ensure serviceability and seamless transition into operations.
- Establish and manage a 24/7 global technical support model, ensuring consistent, high-quality service delivery.
Team Development & Operational Excellence
- Lead, coach, and develop the Product Specialist and Technical Support teams, fostering cross-training and global coverage.
- Approve and contribute to Engineering Change Orders (ECOs), service bulletins, and technical documentation.
- Partner with the global training team to create and deliver training programs based on real-world performance data.
Strategic Planning & Execution
- Provide on-site support for complex installations and high-profile projects.
- Define and track annual operational goals aligned with business objectives and customer satisfaction.
- Manage departmental P&L, budgeting, and financial forecasting to support growth and efficiency.
Partnerships & Innovation
- Build and maintain strong relationships with distributors, suppliers, and third-party service providers.
- Identify and implement new service technologies and process improvements to enhance delivery and differentiate Rapiscan in the market.
- Collaborate with Service Sales to identify upsell opportunities and expand service offerings.
Governance & Reporting
- Monitor and report on KPIs, customer satisfaction, and operational performance.
- Participate in strategic planning with the Global Service Leadership Team to shape future service models.
- Ensure proactive risk communication and mitigation across all service operations.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behaviour 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 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.
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Director, Global Product and Technical Support employer: OSI Systems
Contact Detail:
OSI Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Global Product and Technical Support
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in the security industry. Understanding the current landscape will not only help you during interviews but also demonstrate your commitment to staying updated, which is crucial for a leadership role like this.
✨Tip Number 2
Network with professionals in the security sector, especially those who have experience in product and technical support roles. Engaging with industry peers can provide valuable insights and potentially lead to referrals that could enhance your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams through complex technical challenges. Highlighting your problem-solving skills and ability to drive customer satisfaction will resonate well with the hiring team.
✨Tip Number 4
Research Rapiscan Systems thoroughly, including their products and recent developments. Tailoring your conversation to reflect an understanding of their mission and values will show that you're genuinely interested in contributing to their success.
We think you need these skills to ace Director, Global Product and Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and leadership roles. Emphasise your achievements in managing teams, resolving complex issues, and improving customer satisfaction, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the security industry and how your background aligns with Rapiscan's mission. Mention specific examples of how you've driven operational excellence and led teams to success in previous roles.
Highlight Technical Skills: Given the technical nature of the position, ensure you detail your proficiency in relevant tools and technologies. Discuss your analytical skills and problem-solving abilities, as these will be crucial for the role.
Showcase Leadership Experience: Provide examples of your leadership style and how you've successfully managed cross-functional teams. Highlight any experience you have in training and developing team members, as this is an important aspect of the role.
How to prepare for a job interview at OSI Systems
✨Showcase Your Leadership Experience
As a Director, you'll need to demonstrate your ability to lead high-performing teams. Prepare specific examples of how you've driven organisational change and delivered results in previous roles. Highlight your experience in managing complex projects and resolving escalated issues.
✨Understand the Technical Aspects
Familiarise yourself with the technical requirements of the role, especially around product serviceability and maintenance procedures. Be ready to discuss how you would approach technical challenges and ensure operational efficiency in a global context.
✨Emphasise Customer Engagement Skills
Customer focus is key for this position. Prepare to discuss your experience in customer relationship management and how you've exceeded business objectives through effective engagement. Think of examples where you've turned customer feedback into actionable improvements.
✨Prepare for Cross-Functional Collaboration
This role requires collaboration across various departments. Be ready to talk about your experience working with engineering, quality, and sales teams. Highlight how you've successfully managed cross-functional projects and resolved conflicts to drive customer satisfaction.
