Field Service Engineer Supervisor in Hofheim

Rapiscan Systems is an industry leader in detection technology, providing inspection systems and services for ports of entry, 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.

Purpose of Role

The FSE Supervisor is the first line of supervision for the field service engineering team in Germany, supervising the day-to-day activity of the assigned engineers while remaining hands-on with the installation, maintenance and service of HBS equipment specific to RTT, CT and other Rapiscan systems equipment in the assigned area. The Supervisor is the engineers' first point of escalation and works closely with the Customer Service Manager, coordination staff and technical support to maintain and develop strong relationships with customers and distributor representatives, ensuring Customer Satisfaction and consistent service delivery across the German installed base.

• Supervise the day-to-day activity of the assigned group of Field Service Engineers in Germany, acting as their first point of escalation for technical, scheduling and welfare matters
• Act as an escalation point for customers requiring technical support, providing remote guidance and fault diagnosis to resolve issues without a site visit wherever possible.
• Maintain all Rapiscan products in the assigned area, including total system level troubleshooting on complex multi-system Electronic / Mechanical problems.
• Support workshop and repair activity, when field resource is limited.
• Daily interface with operators, technicians and customers on equipment status issues, and
• Daily liaison with the Customer Service Manager to provide updates and address urgent or complex field issues.
• Represent Rapiscan at scheduled customer service meetings.
• Plan and allocate day-to-day service activity across the German team with the coordination team, ensuring standby and out-of-hours rotas are balanced and correctly covered,
• Carry out site surveys for efficient installation of RTT, CT, BPI Systems aswell as other Rapiscan products.
• Support the planning and execution of equipment installations, relocations, system upgrades and new product deployments, carrying out site assessments alongside Project Managers.
• Train, coach and mentor engineers; identify skills gaps and work with Technical Training to keep the team's competency matrix, certifications and authorisations current. Hold regular team meetings and performance conversations with the engineers.
• Ensure common practices and efficient methods are applied for Service provided and that SLA requirements are met.
• Support the Customer Service Manager with people processes for the engineer group, including induction, probation reviews, one-to-ones, absence and timesheet approval, and input to annual performance and development reviews, including approving annual leave, TOIL, time-off requests , travel and expense submissions in line with company policy, and escalating out-of-policy items .
• Manage and monitor overtime in line with the applicable overtime policy and German working time legislation, approving overtime in advance where practicable, monitoring accrued TOIL balances and working with the Customer Service Manager and Coordination Team to keep accruals at a sustainable level, in line with local employment and works council arrangements.
• Ensure timely completion of Field Modification Instructions and Planned Maintenance, corrective repair and Service inspection documentation for assigned accounts, and review the quality and timeliness of the Service Reports and weekly engineer reports filed by the team, coaching where standards are not met.
• Assist in the preparation of service quotations and repair proposals and provide technical input into their scoping and costing.
• Contribute to monthly Germany service performance reviews, providing operational input on cost, utilisation, overtime and service delivery performance.
• Ensure that all issued equipment, including vehicles, spares, consumables, tools and test equipment, is maintained in a suitable and safe condition across the supervised group.
• Proactively seek training, for self and for the team, to keep up to date with technological developments in own modality/modalities.
• Responsibly complete all administration tasks in a timely and complete manner, and AD-Hoc roles as directed by manager.
• Promptly escalate any quality or integrity issue.
• Comply with the EHS Policies and applicable laws and regulations. Identify and correct hazards and unsafe conditions and promote safe working practice within the supervised team.
• Duties may be modified or assigned at any time to meet the needs of the business
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork

• High computer literacy, which involves being able to work with Microsoft packages.
• Excellent analytical, problem solving, self-management, and organizational skills.
• Well-developed oral and written communication skills and interpersonal skills
• Organizational, planning and time management skills, with the confidence to prioritise competing field demands and hold others to agreed timescales
• Comfortable in a fast paced and high-pressure environment, and able to lead, coach and supervise a dispersed field-based team

Education and Other Experience Requirements

• Qualified to degree level in Electrical and/or Electronics or equivalent. (HND or above)
• Technical analytical & Trouble-shooting skills
• Very good IT Skills with knowledge of networking. PLC knowledge a very good advantage
• Substantial field service experience, including previous supervisory or team leader responsibility, is preferred
• Comprehensive knowledge of screening or X-ray an advantage although full training will be provided
  Willingness to travel within Germany, with occasional travel elsewhere in Europe
• Ability to work independently with minimum direction
• High work standards - qualitatively, demonstrates initiative and motivation
• Strong customer communication skills; fluent German and good working English
• Currently living in Germany with full working rights.

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 anaesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defence, aerospace, medical and industrial markets, among others.