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 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.
Cross‑Functional Collaboration
Actively drives escalations to closure, converting lessons learned into tangible improvements.
Support special customer projects and internal initiatives as required.
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.
Qualifications
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.
Desirable
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.
Additional Information
Flexibility to work extended hours when necessary to support critical customer or product issues.
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.
Physical Requirements
Standing: 30%
Bending: <10%
Sitting: 70%
Stooping: < 10%
Reaching: <10%
Walking: 20%
Lifting: (0 – 25lbs) < 20%
Use of computer: 80%
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 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.
Cross‑Functional Collaboration
Actively drives escalations to closure, converting lessons learned into tangible improvements.
Support special customer projects and internal initiatives as required.
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.
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.
Desirable
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.
Additional Information
Flexibility to work extended hours when necessary to support critical customer or product issues.
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.
Physical Requirements
Standing: 30%
Bending: <10%
Sitting: 70%
Stooping: < 10%
Reaching: <10%
Walking: 20%
Lifting: (0 – 25lbs) < 20%
Use of computer: 80%
