Field Service Technician II Full Time

Summary:

Smiths Detection, part of Smiths Group, is a global leader in security and detection solutions, protecting people and infrastructure. The Field Service Technician II role involves maintaining and repairing threat detection equipment, primarily at the Laredo Border Crossing, for a company with 21 global offices and 3,000 colleagues.

Responsibilities:

• Troubleshoots, services, installs, and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
• Maintains field service log and filing system to organize and complete all field service and job files.
• Demonstrates initiative and dedication through positive use of downtime and exceeds customer and company requirements.
• Conducts follow-up calls with customers to ensure satisfaction of work.
• Fosters positive customer relations and a high degree of customer satisfaction by communicating effectively.
• Installs, repairs, and maintains equipment in the field and provides customer training as required.
• Responds 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.
• Orders, installs, and returns 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.
• Ensures that tools and test equipment are properly maintained and calibrated.
• Assesses product/equipment performance based on field support data and 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, attends meetings, champions special projects, and prepares exclusive reports.
• Maintains clear and concise business communication proficiency, both oral and written.
• Establishes and maintains a close relationship with senior level FSTs and Product Managers to support customer needs and stay aware of technical trends.
• Exercises every available measure to control and minimize costs while maximizing revenue.
• Submits expenses, time cards, and other administrative tasks within specified timelines.
• Complies with and ensures department compliance with Company health, safety, and environmental policies.
• Complies with all applicable U.S. export control and security regulations.
• Performs other duties as required.

Requirements:

• Associate’s Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics) or equivalence achieved through comparative work and life experience of >3 years in a related electrical or mechanical field service role.
• Computer literacy and 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.
• Excellent communications skills and a strong orientation for customer focus and teamwork.
• Responsive to all customer issues at all times.
• Willing and able to travel at short notice.
• Requires Sensitive Security Information (SSI) access and vetting via the TSA.
• Must successfully pass a federal background investigation.
• May require a U.S. Personal Security Clearance.
• 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.
• Excellent telephone skills.
• Ability to lift/carry 80 lbs.
• Confident in the operation of carts, hoists, davit cranes, pallet jacks, or other devices as defined in manuals and Technical Advisory documentation.
• Full body mobility.
• Ability 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.
• Inclusive environment with strong leadership and a focus on safety and wellbeing.
• Flexibility to choose from a wide range of benefits to suit lifestyle, offering support for health, wellbeing, financial, and lifestyle needs.
• Competitive Business Profit Plan.
• Competitive benefits package.