Manager, Field Service

OSI Systems, Inc • Billerica, MA

13d

About The Position

Rapiscan, an OSI Systems Company is seeking a Manager, Field Service, based out of Billerica, MA.
Rapiscan Systems, an OSI Systems, Inc. company, designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as airports, border crossings, railway stations, seaports and terminals, government and military installations, and nuclear facilities.
The Field Service Manager (FSM) at Rapiscan has the primary responsibility for the successful execution of service to Rapiscan customers in their region of the world. Knowledge of contracts and contract deliverables, with the ability to deliver to varying Service Level Agreements. Support and enforce Rapiscan’s corporate safety policies and ensure all Rapiscan policies are adhered to. Maintain accurate spares and critical spares stocking levels for your assigned regions / territories. This position requires an individual who is able to resolve client issues through superior client handling skills. This position will primarily oversee Emergency Service, Contract Service, New Product Support, Maintenance, in addition to Sales Support. You may be asked to take the lead in cross-functional deliverables, for example Export Control, ERP related, Sarbanes-Oxley related, or ISO related projects or audits.

Requirements

• 7-10 years of supporting complex capital equipment in a service capacity is required.
• B.S. degree in Engineering or applicable study with mechanical engineering experience (experience may substitute for technical degree).
• 5+ years of managing field employees, as well as small projects and administrative management duties.
• Strong written and verbal communication skills (multi-lingual is a plus).
• Good working knowledge of Microsoft Office suite.
• Possess the willingness and flexibility to travel domestically up to 25%.
• Work independently to plan and arrange travel accommodations within Rapiscan’s 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 and work independently to manage administrative tasks, including the timely submission of expenses and other administrative reporting as required.
• Maintain valid passport and credit card as required to support business travel.
• Understand and comply with company travel policy, including security travel.
• Due to contract with the US Federal Government must be a US Person (US Citizen or US Permanent Resident).
• Ability to pass company background, driving, credit checks and drug screens, and maintain in good standing.
• Ability to obtain site passes, clearances and Visas as required to carry out job responsibilities.

Nice To Haves

• Previous X-Ray systems experience a plus.
• Strong written and verbal communication skills (multi-lingual is a plus).

Responsibilities

• Uptime Management: managing service execution to performance metrics.
• Revenue and Cost (P&L) Management: meeting and exceeding departmental financial goals.
• Low-cost Service and Proactive Discovery: close and early teaming with Sales for future business, discovering and defining local resource alternatives, investing margin efficiencies to leverage Service & Sales; discovering other service business opportunities outside core maintenance.
• Cross Functional Management: effective teaming with peers and other non-sales functional groups in the company to accomplish (1), (2), and (3) above. PMR responsibility for major accounts.
• People Management and Development: Ensuring on-going effectiveness of your team utilization, which may consist of one or more each of the following: FS Leads, FS Engineers.
• Continuous Improvement:
• You will oversee and direct the input of your respective teams’ validation and review of documentation and procedures and recommend solutions to improve our methods and supporting processes with a focus on efficiency, safety and cost savings; in line with the Service and Rapiscan’s mission, goals and policies:
• Work through the Training & Technical Support department to document and improve processes and recommend items that are candidates for Quick Start Guide procedures.
• Work through the Training & Technical Support department to provide feedback on the content of Operator and Service manuals and make improvement recommendations when needed.
• Work with management to improve business related processes.
• Provide issues / lessons learned information when required to supplement the Technical Support Field Service Review Board process to support continuous improvements to company processes and procedures, and drive product enhancements / improvements.
• Focus on costs savings by planning and arranging travel accommodations as soon as practical.
• Detail plans to improve execution of Service, revenue and margin from business tools and lessons learned.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the Company’s values, Code of Ethics and Conduct, and applicable compliance policies.
• Manage, evaluate and develop team of employees to meet functional deliverables and responsibilities. Complete company people management requirements. Exhibit manager core competencies.
• 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.

Benefits

• You may be eligible for long-term incentives, potential discretionary bonuses, and the ability to purchase company stock at a discounted rate through the Employee Stock Purchase Program (ESPP).
• OSI also offers comprehensive benefits including various options for health plans, access to 401(k) retirement plan, health savings account, disability insurance, life insurance, AD&D insurance, leave of absence programs and an array of voluntary benefits.
• In addition, paid time off is offered to be used for vacation, holidays, bereavement, and jury duty.
• Full-Time salaried employees are entitled to flexible time-off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees