Technical Support Engineer

• 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.

• 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.

• 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.

• Support development sharing and validation of technical training materials in collaboration with the Training Dept.
• Own and responsible for maintaining the required technical skills and competencies for the role.

• Actively drives escalations to closure, converting lessons learned into tangible improvements. Support special customer projects and internal initiatives as required .
• Diploma, HNC/HND, or equivalent time served qualifications in Electrical, Electronic, Mechanical, or Systems Engineering.
• Extensive experience, 3 plus years supporting complex capital equipment in a technical or field service environment.
• Proven experience in advanced troubleshooting, root cause analysis, and corrective action management.
• Ability to work independently and make sound technical decisions in line with Rapiscan guidelines, processes and procedures.
• Ability to manage multiple priorities under pressure, with a hands-on approach to service innovation and delivery excellence.
• Experience and utilization of AI tool.
• Excellent written and verbal communication skills.
• Willingness to travel domestically and internationally, sometimes at short notice (typically up to ~25–30%).
• Provide on-call support out of office hours, weekends and national holidays if required.

• Proficiency with Microsoft Office and service/PLM systems (e.g. ServiceMax, D365, Agile or equivalent)
• Experience working in global service organizations or distributors.
• Multilingual capability
• Experience of PLC’s and networking, Windows and Linux environment
• Background in X-ray, imaging, or high-energy inspection systems.Proactive, self‑motivated, and capable of working with minimal supervision
• Self-starter with the ability to multitask in a fast-paced, dynamic working environment.
• Highly analytical and detail‑oriented
• Strong customer focus with professional client‑handling skills
• Comfortable operating under pressure and managing complex, high‑impact issues.
• Demonstrates integrity, accountability, teamwork, and continuous improvement mindset with ability to work across functions and cultures.

• Flexibility to work extended hours when necessary to support critical customer or product issues.

to be agreed but will include weekends as part of a global Rota.

• Working hours to be agreed but will include weekends as part of a global Rota.
• Duties may be modified as required to meet business needs.
• Understand and comply with company travel policy and the Company Code of Ethics and Conduct.

• Standing: 30%
• Bending: <10%
• Sitting: 70%
• Stooping: < 10%
• Reaching: <10%
• Walking: 20%
• Lifting: (0 – 25lbs) < 20%
• Use of computer: 80%