Field Service Engineer Level 2

at  Smiths Group

JOB FUNCTION:

After Sales Service Repair
About Us
Smiths Detection, part of Smiths Group, is a global leader in threat detection and screening technologies for aviation, ports & borders, defense, and urban security. Our expertise is spread across 5 R&D centers, 21 Global Offices and 7 Manufacturing Sites with 2700 Brilliant Minds globally contributing for over 40 years at the frontline which enables us to deliver the solutions needed to protect our society from any threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals, and narcotics. Every minute of every day, our technology and talented team members help to make the world a safer place - https://youtu.be/JmcKLJTrHLc
Job Description
As a Field Service Engineer, this individual must be team oriented and flexible, and actively seek to share information and assist his peers. Possesses excellent communication skills, both oral and written.
Demonstrates strong repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Cross trained on main relevant products in the company’s product portfolio and services them at customer sites. Eagerness to be involved in special projects, some of high profile/value/complexity, and/or in direct support of applicable project lead, as assigned. Performs fault trend analysis and collaborates with relevant stakeholders to develop a solution. Has a sound knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries as needed.
Troubleshoots, services, installs (deploys) and repairs equipment at customer sites. Maintains Service Management System and Teams platform to properly initiate,organize and maintain all field service and job files until work is completed. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements. Conducts
Duties & Responsibilities

Responsibilities -

• Responsible for meeting daily service needs and driving customer satisfaction
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
• Order, install, and return parts and manages repair parts cycle time
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
• Ensures that tools and test equipment are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements where applicable.
• Seeks to provide technical support to customers and other service professionals as required.
• Possesses a solid level of technical knowledge on the main company’s products in the region.
• Establishes and maintains a close relationship with senior level FSE’s and Product Specialist in order
• to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Other duties as required.

The Individual

Skills & Experience -

• Electrical/Electronics Engineering Degree or equivalent technical training/experience.
• Equivalence achieved through comparative work and life experience is acceptable (>5)
• years work experience in a related electrical or mechanical field service role).
• Competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Minimum of 5 years experience directly involved in troubleshooting and field repair of electrical and electronic systems/equipment.
• Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork. Must be willing & able to travel at short notice. Must be willing and able to be on-call as per the roster.
• While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required.
• Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Self-starter, being able to work autonomously with minimal supervision.
• Clean drivers license.
• Ability to acquire and maintain relevant security clearance and industry related licenses.

To find out more about life at Smiths Detection check out our LinkedIn (17) Smiths Detection: My Company | LinkedIn

• Responsible for meeting daily service needs and driving customer satisfaction
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
• Order, install, and return parts and manages repair parts cycle time
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
• Ensures that tools and test equipment are properly maintained and calibrated
• Assesses product/equipment performance based on field support data; recommends modifications or improvements where applicable.
• Seeks to provide technical support to customers and other service professionals as required.
• Possesses a solid level of technical knowledge on the main company’s products in the region.
• Establishes and maintains a close relationship with senior level FSE’s and Product Specialist in order
• to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Other duties as required