OSI Systems, Inc. Field Service Engineer II in Jordan

Field Service/Support Engineer: Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

A Field Service Engineer (FSE) II with Raspiscan | AS&E has the primary responsibility of ensuring the users of Rapiscan | AS&E equipment are satisfied with its performance. This is an intermediate level position that will require advanced troubleshooting and diagnostic skills and the ability to think independently and operate with minimal instruction. This position may also be relied upon to assist FSE I’s & peers with troubleshooting and diagnostic skills. In this position you can expect up to 100% travel (International and Domestic). It is not uncommon to incur work days in excess of 8 hours. Tasks that will routinely be performed include Emergency Service, Contract Service, New Product Support, Maintenance, Customer Training, in addition to Sales Support. An FSE II will be expected to assist in the field training of new FSE I & FSE II’s. Potential for long term overseas deployments / assignments may apply. Other duties as required or directed.

  • Perform service and maintenance for Rapiscan | AS&E systems, as requested by Field Service Managers.

  • Follow Field Service contract requirements for response time, information reporting and customer management.

  • Communicate with customer up to and during system corrective and preventative visits to ensure work is executed according to plan and in alignment with Rapiscan | AS&E business objectives.

  • Communicate with Customer Service Coordinators to ensure on time delivery of parts and materials.

  • Maintain and carry Field Service Tool Set.

  • Assist FSE I’s or peers when needed or requested.

  • Complete timely Oracle reporting of labor, expense and materials to support relevant service contract requirements and Rapiscan | AS&E policy.

  • Complete and ensure proper distribution and storage of all required Work Order forms, Site Acceptance Test documentation, radiation survey documentation and other documents per Rapiscan | AS&E policy, including any specific customer contractual requirements (as needed).

  • Follow company safety program requirements.

  • Provide system status updates via Oracle reporting and use of mobile devices to management team as well as communicating areas of customer concern and other agreed upon status items.

  • Carry company provided cell phone and laptop and be on call.

  • Maintain positive control of tools, meters and test equipment and manage the timely return of equipment due calibration as required.

  • Maintain a safe/clean work environment and ensure company safety procedures and product workmanship procedures are adhered to:

  • Report all accident and safety incidents. Complete accident reports when required and work with management to investigate, identify, and implement corrective/preventative actions.

  • Lead, coordinate with customer and manage all work at the system location; know what to do in an emergency.

  • Continuous Improvement:

In the course of service and maintenance opportunities assess quality of documentation and procedures and recommend solutions to improve our methods and supporting processes with a focus on efficiency, safety and cost savings:

  • Work with Technical Support to document and improve processes and recommend items that are candidates for Quick Start Guide procedures.

  • Work with Training & Technical publications to provide feedback on the content of Operator and Service manuals and make improvement recommendations when needed.

  • Focus on costs savings by planning and arranging travel accommodations as soon as practical.

  • Travel is to be booked via Rapiscan | AS&E approved travel agencies and utilizing corporate security travel provider.

  • Compliance to Rapiscan | AS&E policy and approvals for High Risk Countries is required.Travel Requirements:

    • Possess the willingness and flexibility to travel domestically and internationally up to 100%.
  • Work independently to plan and arrange travel accommodations within Rapiscan | AS&E guidelines.

  • Possess the flexibility and capability to deal with sudden changes (i.e. customer schedules, flight delays, on site weather delays etc.).

  • Maintain and organize expense receipts while in the field and work independently to manage administrative tasks, including the timely submission of expenses.

  • The ability to obtain site passes, clearances and Visas as required to carry out job responsibilities.

  • Maintain valid passport and credit card as required to support business travel.

  • Understand and comply with company travel policy.

  • Ability to pass company background checks, and maintain good standing.

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

  • Duties may be modified or assigned at any time to meet the needs of the business.

  • Minimum 5 years (or equivalent experience) of supporting complex capital equipment in a service capacity … previous X-Ray experience a plus, prior Field Service experience preferred.

  • B.S. in Electronic Technology or Engineering with Mechanical Engineering experience.

  • Technical degree or, demonstrable mechanical ability and knowledge.

  • Previous experience may be substituted for the Technical Degree.

  • Strong knowledge / skills of Analog, Digital, and Mechanical systems.

  • Networking hardware and software knowledge and application skills a must.

  • Database management and programming, software / firmware protocols.

  • Ability to effectively manage both technical and administrative functions.

  • Strong written and verbal communication skills (multi-lingual is a plus).

  • Good working knowledge of Microsoft Office suite.

  • Working knowledge of Oracle/Navision workflow management systems, or similar ERP system.

  • Must be able to work independently and make logical decisions based upon Rapiscan | AS&E’s guidelines.

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.

Requisition #: 13378

External Company URL: www.osi-systems.com