As a highly developed Field Service Engineer, this individual has had extensive training and experience in the support of three or more Smiths Detection products. This individual must be team oriented and flexible, and actively seek to share information and assist his peers. Possesses advanced electro mechanical product training, including technical and operator training and could conduct an operator level training to end users. Possesses solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Must be able to be cross trained on all products in the company’s product portfolio and service them at customer site across the Middle East. Must have willingness to work on special projects, some of high visibility. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed. Troubleshoots, services, installs (deploys) and repairs 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. Must be able to travel extensively and when not on travel, the individual will provide assistance to the Technical Support staff. Conducts follow up calls with the customer to check system status.
Duties & Responsibilities
Responsible for meeting 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 • 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.
May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
Possesses a solid level of technical knowledge on the company’s X-Ray products.
Maintains clear and concise business communication proficiency, both oral and written
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 • Travel, overtime and work hours other than Sunday-Thursday may be required.
Comply with and ensure department compliance with Company health, safety and environmental policies.
Other duties as required
The Individual
Electrical/Electronic Engineering related Degree. Computer literacy required, Experience with Hydraulics and Air-conditioning Systems.
Minimum of 2-3 years’ experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment. Level 3 FSE’s should have a minimum of two years field experience with Smiths Detection Service Operations in Cargo Support and may support more than one product line.
Individuals should possess good 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 at short notice.
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.
Languages: English, Arabic, and French if possible.
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
Possess outstanding telephone skills
Work environment is typically considered to be off-site, wherever the customer of concern is located. Service will typically be rendered at ports and borders located throughout the Middle East.
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