Director, Global Product & Technical Support

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 systems—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

This position will serve as the primary escalation point for Field Service Engineers (FSEs), third-party service providers, and distributors, ensuring timely resolution of field issues. Acting as the key service liaison with Engineering, Quality, and Product Management, the Director will lead efforts to address complex technical challenges in the field. In collaboration with Engineering, they will ensure that all products—both legacy and new—are designed and supported with robust serviceability in mind. This includes the development of preventive and corrective maintenance procedures, maintenance schedules, and compliance with Rapiscan and global regulatory health and safety standards.

The Director will also be responsible for creating and maintaining comprehensive service documentation, including spare parts lists, field-replaceable unit (FRU) inventories, consumables, and the necessary tools, safety gear, and test equipment to support field operations such as installation, commissioning, upgrades, software patching, and maintenance activities. Working closely with the EVP of Global Security Service and the Security Service Management team, this individual will help define and implement global service procedures that ensure seamless operations across all regions. They will play a critical role in standardizing global processes and feedback mechanisms to enhance operational efficiency, improve training programs, optimize logistics, and support effective safety stock planning.

Key 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.

Candidate Requirements

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%).