Senior Field Service Engineer

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About Smiths Detection

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.

Life at Smiths

• Global leader : We impact critical systems every day with sites in 17 countries and six centres of research excellence. From pioneering to powering life-changing innovation, we're delivering threat detection and screening solutions to safeguard the world from threat.
• Digital growth : A key part of our capability is the integration of digital technology across our business and our operations in more than 55 countries, will be critical to our continued success .
• Exciting opportunities : Our growth is creating exciting opportunities to work with experts in physics, chemistry, electronics, mechanics, production, computer science, and AIML .
• International environment : With some projects, work requires global collaboration and the potential to travel and grow with the busines.

Job Purpose:

A Senior Field Service Engineer provides technical leadership for a product or a range of products. Individual must be open and approachable and demonstrate solid communication skills, both oral and written. Possesses a strong electronic technical problem-solving mentality and exceptional product knowledge.

Provides technical support for customers and engineers especially within the Gatwick area of the UK. Taking ownership of technical problems/issues and ensuring the right stakeholders are actively engaged to ensure fast resolution.

Takes the lead for large installations and projects and ensures that they are carried out to customer satisfaction. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance - undertaking a supervisory role when required both on site and remotely.

All functions of a Field Service Engineer is performed when not involved with the above activity and those duties and responsibilities are applicable to this position, in addition to those noted below.

Duties:

• Takes over the role as a site supervisor for service as required within the Gatwick region
• Responsible for resolving technical issues and driving customer satisfaction
• Maintains a high technical knowledge level on all products and serves as the champion for a specific product or a range of products
• Provides customer assistance until the problem is solved or the case is closed
• Assesses product/equipment performance based on field support data; recommends modifications or improvements
• Works with suppliers/third parties to resolve technical issues/problems
• Communicates technical information in a clear, concise, and highly effective method
• Informs management and other service departments of technical service issues
• Maximizes customer operational performance by providing technical advice
• Travels to customer sites or other company locations to provide technical evaluation and support when necessary
• Must be willing and able to work outside of normal business hours when necessary
• Document process & procedures and create troubleshooting job aids
• Comply with Company health, safety and environmental (HSE) policies.
• Perform shift and resource planning of field service staff in the Gatwick region
• Continuous supervision of the local field service team as well as 3 rd party resources
• Management of spare part inventory and material movement
• Monitoring of install base - KPIs and log analysis

Technical Knowledge and Skills:

• Associate's Degree or 5 years of related experience is required. Equivalence achieved through comparative work and life experience is acceptable.
• Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Directly involved in troubleshooting, field repair or technical support activities centered on electrical and Mechanical systems and equipment.
• Handle unexpected issues outside the daily routine, remove roadblocks and drive the execution of resolution measures
• Individual should possess excellent communication and problem solving skills.
• A strong orientation for customer focus and teamwork will be required.
• Ability to supervise teams as well as working as part of an integrated team

Diversity and 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. We have several employee-led Employee Resources Groups (women@work, Black Employees Network, Veterans, Pride Network) providing support, enhancing career development, and contributing to personal development in the work environment and beyond.

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.