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- Tasks: Lead global technical support and resolve complex issues for cutting-edge security technology.
- Company: Join Rapiscan Systems, a leader in detection technology with a focus on innovation.
- Benefits: Competitive salary, career growth, and opportunities to travel internationally.
- Why this job: Make a real impact in global security while developing your leadership skills.
- Qualifications: 15+ years of leadership experience in service or engineering, with strong analytical skills.
- Other info: Dynamic work environment with a focus on operational excellence and customer satisfaction.
The predicted salary is between 54000 - 84000 £ 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. 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 in Stoke-on-Trent 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 in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. We want you to be able to discuss how your experience aligns with their needs, especially in technical support and product management. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You should be able to clearly articulate your value and how you can contribute to the team. We recommend rehearsing with a friend or in front of a mirror until you feel confident and natural.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to make it personal and memorable.
We think you need these skills to ace Director, Global Product & Technical Support in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Director, Global Product & Technical Support. Highlight your leadership experience and technical skills that align with the job description. We want to see how your background fits perfectly with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your experience can help us tackle complex technical challenges. Be genuine and let your personality come through!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to lead teams and drive customer satisfaction. Numbers and results speak volumes, so don’t shy away from sharing your successes!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Rapiscan Systems
✨Know Your Stuff
Make sure you’re well-versed in Rapiscan's products and services. Familiarise yourself with their X-ray systems and the specific challenges they face in the field. This will help you demonstrate your technical expertise and show that you can lead the resolution of complex issues.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams and driven organisational change in previous roles. Highlight your experience in coaching and developing talent, as this is crucial for the Director position. Be ready to discuss how you can foster a high-performing team at Rapiscan.
✨Emphasise Customer Focus
Be prepared to talk about your approach to customer engagement and relationship management. Share specific instances where you’ve exceeded business objectives through strong customer focus. This will resonate well, given the importance of customer satisfaction in the role.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company’s goals. Inquire about their global service procedures or how they measure operational performance. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
