Senior Field Service Engineer

4 weeks ago

Guildford, Surrey, United Kingdom Smiths Detection Inc Full time

About Smiths Detection Inc.

Smiths Detection Inc. 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:

  • 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 threats.
  • A key part of our capability is the integration of digital technology across our business and our operations in more than 55 countries, which will be critical to our continued success.
  • Our growth is creating exciting opportunities to work with experts in physics, chemistry, electronics, mechanics, production, computer science, and AI.
  • With some projects, work requires global collaboration and the potential to travel and grow with the business.

Job Purpose:

A Senior Field Service Engineer provides technical leadership for a product or a range of products. The 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.

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 processes & 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 3rd party resources.
  • Management of spare part inventory and material movement.
  • Monitoring of install base - KPIs and log analysis.

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