Field Service Area Supervisor, Cargo Inspection Systems

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security and freedom of movement in today’s world.

At Smiths Group plc, we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170-year history of innovation, and five global divisions, all experts in their field. We believe that different perspectives and backgrounds are what make a company flourish and are proud to be a company with values grounded in integrity, respect, ownership, customer focus, and passion.

SUMMARY OF ESSENTIAL FUNCTIONS:

As an Area Supervisor, this individual must be a flexible and effective team leader and be able to actively seek to share information to assist their peers. Possesses excellent communication skills, both oral and written. Works directly with their Zone Manager and the Scheduling Team to ensure appropriate levels of support are consistently maintained. Conducts follow up calls with the customer to ensure satisfaction of work. Adjusts and balances work schedules of their assigned FST's. Responsible for the hiring, evaluation, coaching and mentoring of team. Completes employee performance reviews and other routine management duties such as time card, expense report and employee training compliance. Demonstrates strong electronic repair troubleshooting methodology and maintains an advanced technical level of product knowledge.

Displays proficiency in servicing the Trace, X-Ray, and Cargo Inspection Systems product lines. Eagerness to work on and lead special projects, some of high visibility as assigned. Provides on the job training to new or cross training to employees and provides appropriate feedback to management. Has a strong knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries and project updates as needed. Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, and Cargo Inspection System equipment at customer sites. Maintains field service log and filing system 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. 

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Develops a strong and service driven culture within their team.

• Provides detailed performance reviews, feedback, and coaching to their FSTs; to include an annual performance review and administer employee performance improvement plans.

• Assist Zone Manager in the employee selection process

• Reviews and approves vacation requests, expense reports, service reports, and time cards for their team weekly, ensuring both their accuracy, timeliness, and adherence to company policy.

• Responsible for supervising daily service repair 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 throughout their team.

• Assesses product/equipment performance based on field support data; recommends modifications or improvements.

• Seeks to provide technical support to customers and other service professionals as required.

• Participates in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.

• Maintains clear and concise business communication proficiency, both oral and written.

• Establishes and maintains a close relationship with the Service Management Team in order to support the needs of the customer, region, and business.

• Exercises every available measure to control and minimize costs of both self and FST Team.

• Travel, overtime and work hours other than Monday-Friday may be required.

• Comply with and ensure department compliance with Company health, safety and environmental policies.

• Other duties as required

POSITION REQUIREMENTS:

Education/Training:  

Prefer Associates Degree in Electronics or in a related field (industrial, electrical, electronic, mechanical). Equivalence achieved through comparative work and life experience is acceptable (>5 years work experience in a related electrical or mechanical field service role).Preferably including certification in networking or systems integration (A+, CCNA, or similar) Computer literacy: competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.

Experience:  

Minimum of 6 years in a supervisory role involving remote employees. Minimum of 5 years experience directly involved in troubleshooting and field repair of advanced/integrated electrical and electronic systems and equipment (Medical Products Service, Industrial Process Controls, Avionics, Communications)

Knowledge/Skills:       

Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must be willing & able to travel on short notice. Supervises: Supervises and leads a high performance team of Field Service Engineers. Must be capable of directly leading a team Field Service Engineers some of them being remote employees

Supervises:

Supervises and leads a high performance team of Technical Support Technicians and Field Service Technicians. Must be capable of directly leading a team Field Service Engineers some of them being remote employees                

Background:                

This position may require Sensitive Security Information (SSI) access and vetting via the TSA. If required, applicant must successfully pass a federal background investigation.
This position may require a U.S. Personal Security Clearance.

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

PHYSICAL/MENTAL REQUIREMENTS:

• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Possess excellent telephone skills.
• Ability to lift item up to 80 lbs. unassisted

WORK ENVIRONMENT:

Work environment is typically considered to be off-site, wherever the customer of concern is located.  Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other locations as required.

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

The compensation for this position ranges from $ 63,540 - 148,260/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, protected veteran status, disability, or any other legally protected characteristic.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection participates in the Electronic Employment Verification Program.

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We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)