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Smiths Group plc · 4 months ago

Field Service Technician II - DTW (Cargo)

W. G. Rogell Dr., Romulus, MI 48242, USA

Full-time

Onsite

Mid, Senior Level

$48K/yr - $112K/yr

5+ years exp

Smiths Detection is a global leader in security and detection solutions, committed to making the world a safer place. The Field Service Technician II is responsible for troubleshooting, servicing, installing, and repairing security equipment at customer sites, while ensuring high levels of customer satisfaction through effective communication and timely maintenance.

AerospaceElectronicsIndustrial EngineeringManufacturingMechanical EngineeringMedical

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection 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

Conducts follow up calls with the customer to ensure satisfaction of work

Responsible for meeting daily service repair needs and driving customer satisfaction

Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers

Installs, repairs and maintains equipment in the field; provides customer training as required

Must be able to respond to emergency and non-scheduled calls for service within established response time goals

Completes all scheduled maintenance within required deadlines

Documents all inspections, maintenance, repair work and submits paperwork in a timely basis

Order, install, and return parts and manages repair parts cycle time

Maintains an accurate inventory of parts and tools

Maintains currency on all technical certifications

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

Looks to senior level FSTs for knowledge growth and support when needed

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 Trace and X-Ray technologies

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

Establishes and maintains a close relationship with senior level FST’s and Product Managers 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 while maximizing revenue

Must submit expenses, time cards and other administrative tasks within the specified timelines

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

Comply with all applicable U.S. export control and security regulations

Other duties as required

Qualification

TroubleshootingField repairElectrical systemsCustomer serviceTechnical certificationsMS Office SuiteCommunication skillsTeamworkOrganizational skillsInterpersonal skills

Required

Associate's Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics). (Equivalence achieved through comparative work and life experience of >3 years is acceptable work experience in a related electrical or mechanical field service role)

Computer literacy; 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 and equipment

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 at short notice

This position requires Sensitive Security Information (SSI) access and vetting via the TSA

Applicant must successfully pass a federal background investigation

This position may require a U.S. Personal Security Clearance

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 excellent telephone skills

Must be able to lift/carry 80 lbs

Must be confident in the operation of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation

Job requires full body mobility

Must be able to work safely in varied environments and around dangerous industrial equipment

Benefits

Excellent training and opportunities for career growth across the business, both locally and globally

An inclusive environment, with strong leadership and a focus on safety and wellbeing

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

A competitive Business Profit Plan

A competitive benefits package