Field Service Team Leader

1 week ago

Dubai, Dubai, United Arab Emirates Rapiscan Systems Full time

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer's unique security application requirements. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers find threats and contraband with ease and confidence.

About the Role

The Field Service Team Leader will be responsible for the installation, repair, and maintenance support of a full range of X-RAY screening systems in UAE/MEA region, managing the daily service delivery of a team of field service engineers. The Field Service Team Leader will also be responsible for developing team skills, knowledge, processes, and tools providing both service and user support. The role holder will require excellent focus to diagnose customer problems, along with good communication skills with both customers and colleagues. Reporting to the Service Manager, below are the key responsibilities of the Field Service Team Leader:

Responsibilities

  • Supervise, guide, support and be the "go to person" for Field Service Engineers.
  • Manage all aspects of the day-to-day service operations.
  • Daily interface with customer operators on equipment status issues.
  • Ensure all planned maintenance visits are completed per calendar month.
  • Ensure that the response time is met as per the customer SLA.
  • Carry out site surveys prior to installations and prepare site reports.
  • Installation, commissioning and service support of Rapiscan's X-ray and Trace systems in UAE/MEA.
  • Responsible for distributing information to team members and request permission from stakeholders to complete planned work.
  • Provide technical assistance and guidance to the Service team.
  • Provide customer technical support as required.
  • Order, install, and return parts per regulation.
  • Provide spare parts recommendations to management for different service levels or periodic service intervals.
  • Plan engineers' holidays ensuring adequate resource is available year-round to manage the company workload, call out rota and customer expectations.
  • Develop skills of the Field Service team while ensuring that the team is trained and evaluated on their knowledge and adherence to the Company's values, Code of Ethics and Conduct, and applicable compliance policies.
  • Perform annual performance reviews for each team member.
  • Documentation: Completing technical documentation including service reports, engineering change requests & inputting service data to a simple functional database, Ensure timely completion of Field Modification Instructions and Planned Maintenance, corrective repair and Service inspections documentation.
  • Detailed failure analysis activities, including investigation/reporting/resolution.
  • Formulate and close a technical Incident Report.
  • Raise Change Requests/Implement/Close as required.
  • Document all maintenance and repair work & submit paperwork in required time frame.

Qualifications

  • 5-6 years of experience in field service environment, x-ray industry is highly desired. Knowledge of high-end X-ray systems (RTT/ETD/BPI) or computed tomography a major advantage.
  • Experience programming PLC's an advantage. Experience with installing, configuring, and troubleshooting MS Windows based servers and workstations is a plus.
  • The ability to trouble-shoot complex systems and logically work through problems. Flexible during times of change and reacts to project adjustments promptly and efficiently.
  • Willingness to travel extensively at short notice and stay for extended periods (up to one month) as required.
  • Must be a team player with the ability to work under pressure in a fast-paced environment with minimal oversight.
  • Flexible schedule based on locations' contractual operational; non-standard hours including on-call, weekends and holidays required.

Knowledge, Training and Qualification

  • BSc in Electrical or Mechanical Engineering.
  • Post graduate qualification in Electrical engineering is desirable.
  • A recognised qualification in IT (Microsoft, Cisco etc) a plus.
  • Good general knowledge of mechanical, electrical, civil, hydraulic, electronics or complex electro-mechanical equipment or systems. Or knowledge of HV Systems i.e. Medical or Industrial engineering discipline.
  • Must have knowledge of electronic and mechanical assemblies, as well as wiring diagrams and schematics.
  • Familiarity with test equipment (DVM) and experience with high voltage and x-ray producing equipment preferred.
  • Computer literate: competency in use of programs within MS Office Suite and aptitude for learning specialized software programs.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Engineering, Management, and Manufacturing
Industries
  • Security and Investigations
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