Director, Global Product and Technical Support
2 Days Old
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.
- 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.
- 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.
- 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.
- 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.
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%).
- Location:
- Stoke-On-Trent, England, United Kingdom
- Salary:
- £100,000 - £125,000
- Category:
- Management & Operations
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