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 an Area Supervisor, this individual has extensive experience in the support of multiple products in Smiths Detection portfolio as well as customers interaction. Has extensive communication skills, both oral and written. Demonstrates strong repair troubleshooting methodology and maintains an advanced technical level of product knowledge. Must have willingness to work on special projects, some of high profile/value/complexity. Performs fault trend analysis and collaborates with relevant stakeholders to develop a solution. Has a strong knowledge of PC applications (MS Word, Excel & Power Point, Visio, etc) as well as SW tools and systems used by Smiths 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. Conducts follow up calls with the customer to check system status.
Duties & Responsibilities
Responsibilities -
Carry out service, maintenance and installation of Smiths Detection productsProvision of technical support to Smiths Detection customers and sales / project staffMaintenance of technical skills and development of technical knowledge relevant to your roleLiaise & communicate with the customers on service matters when requiredLiaison with Smiths Detection factories and support staff as requiredMaintenance of appropriate technical licenses and security passesConduct of basic internal product training with other team members as requiredProvision of basic safety and operator training on completion of any installation or new worksCompletion of works documentation and entering it into the service system databaseConduct of all work in a professional manner and in compliance with all customer service contractsAll incidental duties consistent with the Employee's background, training & qualifications, reasonably delegated to the EmployeeCustomer Interface. Attend quarterly meetings as our Service Representative with major customersInventory Management. Manage parts stock levels for designate area store location and actively issue stock out to jobs.Reporting. Prepares and submits reporting for customers as required by service contracts.Scheduling. Plans and schedules all planned maintenance activities in the relevant area in conjunction with the Regional Service Manager to ensure all contractual commitments are met. Ensures communication and escalation of all unplanned maintenance works to the Regional Service ManagerSecond in Charge. When the Regional Service Manager is traveling or on leave the Area Supervisor will be tasked to take on the responsibility of the RSM to ensure works are being completed, customers are being responded to and any issues are escalated to the Service ManagerEnsure the Smiths Code of Corporate Responsibility and Business Ethics is upheld in all activities.Maintains a high technical knowledge level on product(s) of concern and serves as the champion for a specific product or issue.Researches technical issues autonomously as required.Researches, verifies, and generates detailed defect reports and wish list requests.Champions the documentation of problem resolutions in the SMS knowledge base and maintains same on a continuing basis.Assesses product/equipment performance based on field support data; recommends modifications or improvements to assure optimum efficiency.Provides guidance to support personnel in analysing and resolving field problems promptly - reports trends to management.Identifies major subassemblies to be included on the Spare Parts List (SPL) and updates changes as design maturity occurs.Consults with clients to investigate problems and identify opportunities.Provides advanced telephone, email and remote support to customers for the resolution of complex technical problems and documents accordingly.Trains, guides and mentors the Technical Support, Service Lab and Field Service staff to better troubleshoot technical issues.Develops and provides on-site application training programs.Attends trade shows or gives product demonstrations as assignedEstablishes and maintains a close relationship with Product Managers in order to support the needs of the customer and remains aware of current technical trends.May perform short or long term project management functions for specific products or customersComply with and ensure department compliance with Company health, safety and environmental policies.Other duties as required. The Individual Skills & Experience -
A Bachelor's Degree in a technical discipline is preferred. At least five years related experience and/or training, or equivalent combination of education and experience is acceptable. Strong troubleshooting skills are required and must be computer literateMinimum of 5 years professional experience in the technical support of complex electrical and electronic equipmentIndividual must possess excellent communication and problem-solving skills and maintain the ability to compose communication to diffuse volatile customer situations as required. Ability to articulate complex technical concepts. A strong orientation for customer focus and teamwork will be required. Ability to multi-task on conflicting priorities. Must be willing & able to travel at short notice. Must be willing and able to be on-call as per the roster.Will be responsible for supervising the team in the RSM's absenceMust be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and beable to lead teamsMust have above average troubleshooting skills, strong analytical problem-solving skills, and the ability tointerpret technical questions.Possess excellent organizational, communication, interpersonal skills with the ability to multitask severalprojects at once. Ability to convey complex technical detailsStrong customer service skills including phone etiquette and conflict resolution, and the ability to handle stressful situations.Self-motivated, reliable, and accountable individualSelf-starter, being able to work autonomously with minimal supervisionJoin us for a great career and competitive compensation & benefits whilst keeping the world a safer place. Diversity & Inclusion: We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, 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 Detection, 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 (www.smithsdetection.com/careers ) or LinkedIn.
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