Overview:
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
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Provide expert-level product support for complex technical issues escalating beyond frontline and regional field service teams.
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Provide advanced troubleshooting and diagnostic support for systems at unit and fleet level.
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Provide on-site technical support for high‑complexity or high‑profile customer issues when required.
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Coordinate direct communications with customers and distributors as required to support issue resolution.
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Escalate unresolved technical issues to Product Specialists, Engineering, or other appropriate functions when necessary.
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Support global service organizations, distributors and customers with technical guidance and general requests.
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Proactively monitor systems to predict system performance issues and take proactive measures to mitigate and reduce downtime.
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Support Depot Repair Centre as required.
Product Investigations & Reliability
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Support product complaint investigations, gathering and analyzing data to identify root causes.
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Implement corrective actions and preventative measures in collaboration with PTS and field service organizations.
Corrective Actions & Engineering Interface
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Participate in Corrective Action Plans at unit, fleet, or global level to drive (Ao).
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Raise Engineering Change Requests (ECRs) and Non-Conformance Requests (NCR). Create Engineering Change Requests (ECRs) related to service requirements.
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Provide service input to improve product design, maintainability, and lifecycle efficiency and effectiveness.
Documentation & Knowledge Management
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Create Field Service Bulletins, Technical Bulletins, Knowledge Articles and troubleshooting guides.
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Support review of service manuals, procedures, and technical documentation prior to release.
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Maintain CRM databases and update technical support actions, service requests, and work orders in a timely and accurate manner.
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Ensure billing, filing, paperwork, and other administrative processes are complete, accurate, and on time.
Training & Technical Enablement
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Support development sharing and validation of technical training materials in collaboration with the Training Dept.
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Own and responsible for maintaining the required technical skills and competencies for the role.
Cross‑Functional Collaboration
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Actively drives escalations to closure, converting lessons learned into tangible improvements.
Support special customer projects and internal initiatives as required .
Qualifications:
- Diploma, HNC/HND, or equivalent time served qualifications in Electrical, Electronic, Mechanical, or Systems Engineering.
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Extensive experience, 3 plus years supporting complex capital equipment in a technical or field service environment.
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Proven experience in advanced troubleshooting, root cause analysis, and corrective action management.
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Ability to work independently and make sound technical decisions in line with Rapiscan guidelines, processes and procedures.
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Ability to manage multiple priorities under pressure, with a hands-on approach to service innovation and delivery excellence.
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Experience and utilization of AI tool.
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Excellent written and verbal communication skills.
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Willingness to travel domestically and internationally, sometimes at short notice (typically up to ~25–30%).
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Provide on-call support out of office hours, weekends and national holidays if required.
Desirable:
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Proficiency with Microsoft Office and service/PLM systems (e.g. ServiceMax, D365, Agile or equivalent)
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Experience working in global service organizations or distributors.
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Multilingual capability
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Experience of PLC’s and networking, Windows and Linux environment
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Background in X-ray, imaging, or high-energy inspection systems.Proactive, self‑motivated, and capable of working with minimal supervision
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Self-starter with the ability to multitask in a fast-paced, dynamic working environment.
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Highly analytical and detail‑oriented
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Strong customer focus with professional client‑handling skills
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Comfortable operating under pressure and managing complex, high‑impact issues.
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Demonstrates integrity, accountability, teamwork, and continuous improvement mindset with ability to work across functions and cultures.
Additional Information:
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Flexibility to work extended hours when necessary to support critical customer or product issues.
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Working hours to be agreed but will include weekends as part of a global Rota.
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Duties may be modified as required to meet business needs.
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Understand and comply with company travel policy and the Company Code of Ethics and Conduct.
Physical Requirements:
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Standing: 30%
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Bending: <10%
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Sitting: 70%
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Stooping: < 10%
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Reaching: <10%
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Walking: 20%
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Lifting: (0 – 25lbs) < 20%
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Use of computer: 80%
