Technical Support Engineer at OSI Systems |

Job description

Overview Rapiscan, 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. The Technical Support Engineer (TSE) is responsible for providing expert-level technical product support across the full lifecycle of Rapiscan products & services — from Entry into Service through to End of Life. This role reports to Product & Technical Support Manager and requires a proactive, technically orientated, data-driven, and collaborative mindset focused on improving customer operational availability (Ao) from a service support perspective. The role combines reactive support with proactive improvement activity, with the aim of moving towards a more proactive outcome to focus on improving service operational efficiency. This position serves as a key member of the technical escalation function within product & technical support, providing remote and on-site technical support to customers, field service teams, distributors, 3rd party providers and internal stakeholders by resolving complex technical issues. The role requires deep technical expertise, strong analytical capability, and the ability to work independently with minimal supervision in a global, customer-facing environment. The role is ideally suited for someone who likes solving problems while also having an open and proactive active mindset of adding value to the team. The Technical Support Engineer also plays a key role in product reliability improvement, technical documentation, and service readiness. Responsibilities Technical Escalation & Field Support Provide expert-level product support for complex technical issues escalating beyond frontline and regional field service teams. Provide advanced troubleshooting and diagnostic support for systems at unit and fleet level. Provide on-site technical support for high‑complexity or high‑profile customer issues when required. Coordinate direct communications with customers and distributors as required to support issue resolution. Escalate unresolved technical issues to Product Specialists, Engineering, or other appropriate functions when necessary. Support global service organizations, distributors and customers with technical guidance and general requests. Proactively monitor systems to predict system performance issues and take proactive measures to mitigate and reduce downtime. Support Depot Repair Centre as required. Product Investigations & Reliability Support product complaint investigations, gathering and analyzing data to identify root causes. Implement corrective actions and preventative measures in collaboration with PTS and field service organizations. Corrective Actions & Engineering Interface Participate in Corrective Action Plans at unit, fleet, or global level to drive (Ao). Raise Engineering Change Requests (ECRs) and Non-Conformance Requests (NCR). Create Engineering Change Requests (ECRs) related to service requirements. Provide service input to improve product design, maintainability, and lifecycle efficiency and effectiveness. Documentation & Knowledge Management Create Field Service Bulletins, Technical Bulletins, Knowledge Articles and troubleshooting guides. Support review of service manuals, procedures, and technical documentation prior to release. Maintain CRM databases and update technical support actions, service requests, and work orders in a timely and accurate manner. Ensure billing, filing, paperwork, and other administrative processes are complete, accurate, and on time. Training & Technical Enablement Support