Field Service Technician 4

OverviewRapiscan, an OSI Systems, Inc. company, empowers those who safeguard our world with the technologies, services, and expertise needed to detect threats, secure commerce, and protect communities. An industry leader in X-ray inspection, radiation and trace detection, metal detection, and optical inspection solutions, Rapiscan has over 100,000 scanning systems installed around the world to assist customs agencies, border security, aviation authorities, law enforcement, military organizations, and security professionals in combatting terrorism, smuggling, and trade fraud.
OverviewRapiscan, an OSI Systems, Inc. company, empowers those who safeguard our world with the technologies, services, and expertise needed to detect threats, secure commerce, and protect communities. An industry leader in X-ray inspection, radiation and trace detection, metal detection, and optical inspection solutions, Rapiscan has over 100,000 scanning systems installed around the world to assist customs agencies, border security, aviation authorities, law enforcement, military organizations, and security professionals in combatting terrorism, smuggling, and trade fraud. We are currently seeking a Field Service Technician 4 to be part of our fast paced and quality focused team. The candidate for this position will need to be based out of Montreal, Canada. A Field Service Technician 4 (FST 4) with Rapiscan has the primary responsibility of ensuring the users of Rapiscan’s equipment are satisfied with its performance. This position will require enhanced troubleshooting and diagnostic skills and the ability to think independently and operate with minimal instruction. This position will also be relied upon to assist FST I, FST II & FST III's with troubleshooting and diagnostic skills, as well as making recommendations to management with regard to system performance, enhancements and general health and safety. This position has additional reporting requirements of system status, to include Uptime Availability, Mean Time to Repair as well as review of Logistics plans in regards to forward stocked parts for correct min/max stocking levels based on parts used history reports to meet contracted Service Level Agreement requirements. It is expected that 70% to 80% of the time will be spent providing field repair and maintenance while the other 20% to 30% will be spent supporting the other FSEs, working with clients and the Billerica/Stoke offices to enhance equipment availability, service revenues, reporting, and supporting Sales and Marketing activities. This position requires an individual who is able to resolve complex client issues through technical expertise and superior client handling skills. Tasks that will routinely be performed include Emergency Service, Contract Service, New Product Support, Maintenance, Customer Training, in addition to Sales Support. An FST 4 will be expected to train and assist other FST I’s. FST II’s & FST III’s, plus provide corrective action recommendations to Technical Support, Manufacturing and Engineering. Other duties as required or directed. Position is based out of Montreal, Canada. Must be able to communicate clearly in (written and spoken) in English and French (Mandatory).
Responsibilities
Maintenance, repair, installation and diagnosis of mobile x-ray units to component level at various customer sites.
Provides problem resolution and troubleshooting to customers.
Installs equipment at customer's location. Repairs equipment as required.
Acts as liaison between customer and company providing feedback regarding quality and customer satisfaction.
Determines best method to resolve problems ensuring customer satisfaction.
Provides customers with knowledge and training of proper usage of equipment. Must be able to complete paperwork such as service reports, radiation surveys, parts requisitions, expense reports, etc. on time and error-free.
Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behavior 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 in order 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
Associate’s degree or above in Electronics or another technical related field highly desired.
4+ years’ experience in related field preferred.
Ability to interpret technical drawings, blueprints and schematics. Solid customer service skills needed.
Ability to communicate clearly in (written and spoken) in English and French (Mandatory).
Knowledge of X-ray imaging security systems a plus.
Ability to lift/push up to 50 lbs. on a frequent basis.
Ability to lift/push 50 or more lbs. with assistance on an occasional basis.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Selected candidate is required to pass a security background check.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is regularly exposed to very low levels of radiation which are far below permissible exposure limits established by the Federal government (Nuclear Regulatory Commission (NRC) or Occupational Health and Safety (OH&S)).
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