Service offering

You serve the greater good. We're here to serve you.

No matter where in the world you are, or what you need, from service of your system to technical support to spare parts, we’re always here to help. Our Customer Service department is available by telephone or email 24 hours a day, 365 days a year.

Contact worldwide service:

Tel. US: +1 (978) 262-8700, Option 3; UK: 0870.777.4301 (option 2)

Field Service Engineers (FSEs)

Our highly skilled Field Service Engineers (FSEs) provide support services worldwide. Each FSE has a technical degree in electrical and/or mechanical engineering (or equivalent experience), and is trained in the operation and repair of electronics, high voltage, hydraulics, pneumatics, mechanics, electrical systems, and computers.

Utilizing the latest in CRM technology, Rapiscan Systems | AS&E deploys its world-class Field Service Engineers and Technical Support team wherever they’re needed around the globe—to make sure your systems get serviced as quickly as possible. FSE's are available 7 days a week, 24 hours a day, and are located at our offices in Asia, Central America, Latin America, South America, Europe, the Middle East, and North America.

Technical Support and Customer Service

Our Technical Support and Customer Service team ensures that your inspection systems are serviced in the most efficient manner possible. Our team is comprised of Technical Support Engineers, Field Service Engineers, Design Engineers, and Technical Support Leads. We also provide expert advice regarding hardware updates, service enhancements, and product planning.

Spare Parts Solutions

Our comprehensive spare part solutions are customized to your particular system. We maintain strategically located spare-part depots around the globe to ensure that systems are repaired in a timely and cost-effective manner. To make sure your team meets its mission critical objectives, we:

  • Leverage decades of field experience and data to efficiently manage our spare parts and logistics
  • Partner with international delivery services with strategically located spare part depots throughout the world
  • Monitor our worldwide spare parts depots to ensure maximum part inventories are available to enable rapid deployment of parts to the regional-installed base minimizing downtime for customers
  • Excel at on-time delivery of spare parts—exceeding customer expectations by consistently providing on-time shipment of parts

Service Contracts

To meet our customers’ needs and budgets, we offer four standard Levels of Service Contracts: Platinum, Gold, Silver and Bronze. We can also customize any Service Level Contract to meet a customer’s specific requirements. We also provide service expertise for security peripherals, such as cameras and barriers.