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For Companies At a Glance
- Tasks: Lead global product support, resolve technical issues, and ensure service readiness.
- Company: Join Rapiscan Systems, a leader in advanced detection technology for security solutions.
- Benefits: Enjoy competitive pay, career growth opportunities, and a dynamic work environment.
- Why this job: Be part of a mission-driven team that enhances global security and innovation.
- Qualifications: Bachelor's degree required; 15 years of leadership experience preferred.
- Other info: Willingness to travel internationally is a must.
The predicted salary is between 72000 - 108000 £ per year.
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%).
Director, Global Product & Technical Support employer: Rapiscan Systems
Contact Detail:
Rapiscan Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Global Product & Technical Support
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in detection systems and security solutions. Understanding the specifics of Rapiscan's products will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with professionals in the security industry, especially those who have experience with technical support or product management. Engaging with current employees on platforms like LinkedIn can provide valuable insights into the company culture and expectations.
✨Tip Number 3
Prepare to discuss your leadership experiences in detail, particularly how you've managed teams through complex technical challenges. Be ready to share specific examples that highlight your problem-solving skills and ability to drive customer satisfaction.
✨Tip Number 4
Research the regulatory health and safety standards relevant to the security industry. Being knowledgeable about compliance issues will show that you are proactive and understand the importance of these factors in service delivery.
We think you need these skills to ace Director, Global Product & 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 ability to manage escalations and lead teams, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with Rapiscan Systems' mission and values. Mention specific examples of how you've successfully resolved complex technical issues and improved service delivery in previous roles.
Showcase Your Leadership Skills: Provide concrete examples of your leadership experience, particularly in managing cross-functional teams and driving organisational change. Highlight any achievements that demonstrate your ability to enhance customer satisfaction and operational efficiency.
Highlight Industry Knowledge: If you have experience in the security industry, make sure to mention it. Discuss any relevant technologies or processes you are familiar with, as this will show your understanding of the field and its challenges.
How to prepare for a job interview at Rapiscan Systems
✨Showcase Your Technical Expertise
As a Director of Global Product & Technical Support, it's crucial to demonstrate your deep understanding of technical issues and solutions. Be prepared to discuss specific examples of complex problems you've resolved in the past and how you collaborated with cross-functional teams to achieve success.
✨Emphasise Leadership Experience
Highlight your leadership skills and experience in managing high-performing teams. Share instances where you've driven organisational change or improved team performance, as this role requires strong leadership to guide Field Service Engineers and other support staff.
✨Demonstrate Customer Focus
Rapiscan Systems values customer engagement, so be ready to discuss how you've built and maintained relationships with clients. Provide examples of how you've exceeded customer expectations and contributed to customer satisfaction in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and decision-making abilities. Think about potential challenges you might face in this role and how you would approach them, particularly in terms of service delivery and operational efficiency.
