Field Service Technician 4

Overview

We are currently seeking a Field Service Technician 4 to be part of our fast paced and quality focused team. The candidate for this position will need to be based out of Montreal, Canada.

A Field Service Technician 4 (FST 4) with Rapiscan has the primary responsibility of ensuring the users of Rapiscan’s equipment are satisfied with its performance. This position will require enhanced troubleshooting and diagnostic skills and the ability to think independently and operate with minimal instruction. This position will also be relied upon to assist FST I, FST II & FST III's with troubleshooting and diagnostic skills, as well as making recommendations to management with regard to system performance, enhancements and general health and safety.

This position has additional reporting requirements of system status, to include Uptime Availability, Mean Time to Repair as well as review of Logistics plans in regards to forward stocked parts for correct min/max stocking levels based on parts used history reports to meet contracted Service Level Agreement requirements. It is expected that 70% to 80% of the time will be spent providing field repair and maintenance while the other 20% to 30% will be spent supporting the other FSTs, working with clients and the Billerica/Stoke offices to enhance equipment availability, service revenues, reporting, and supporting Sales and Marketing activities.

This position requires an individual who is able to resolve complex client issues through technical expertise and superior client handling skills. Tasks that will routinely be performed include Emergency Service, Contract Service, New Product Support, Maintenance, Customer Training, in addition to Sales Support. An FST 4 will be expected to train and assist other FST I’s. FST II’s & FST III’s, plus provide corrective action recommendations to Technical Support, Manufacturing and Engineering. Other duties as required or directed.

Responsibilities

• Maintenance, repair, installation and diagnosis of mobile x-ray units to component level at various customer sites.
• Provides problem resolution and troubleshooting to customers.
• Installs equipment at customer's location. Repairs equipment as required.
• Acts as liaison between customer and company providing feedback regarding quality and customer satisfaction.
• Determines best method to resolve problems ensuring customer satisfaction.
• Provides customers with knowledge and training of proper usage of equipment. Must be able to complete paperwork such as service reports, radiation surveys, parts requisitions, expense reports, etc. on time and error-free.
• 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.