Field Service Engineer Level 3 - Central Belt in Glasgow

Job Purpose: As a highly developed Field Service Engineer, this individual has had broad experience and training in the support of one or more products in non-intrusive detection field. This individual must be team oriented and flexible, and actively seek to share information and assist their peers. Possesses advanced electromechanical product training, including technical and operator training and is could conduct an operator level training to end users. Possesses solid communication skills, both oral and written. Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Must be able to be cross trained on all products in the company’s product portfolio and service them at customer sites across Central Belt, Scotland. Must have willingness to work on special projects, some of high visibility. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Has a working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed. Troubleshoots, services, installs (deploys) and repairs 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. Must be able to travel extensively and when not on travel, the individual will provide technical assistance to the field service community. Conducts follow up calls with the customer to check system status.

Duties:

• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Documents all inspections, maintenance, repair work and submits paperwork in a timely basis.
• Order, install, and return parts and manages repair parts cycle time.
• 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; 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 products.
• Maintains clear and concise business communication proficiency, both oral and written.
• Establishes and maintains a close relationship with senior level FSE’s and Product Specialist 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.
• Travel, overtime and work hours outside of Monday - Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Other duties as required.

Planning and Decision Making:

• Ensure that preventative maintenance schedules are adhered to and carried out on time.
• Provide on-site resolution of technical issues.

Impact and Scope:

• Provide Service support for a product or range of products.
• Provide effective resolution of customer technical issues, ensuring customer satisfaction.
• Provide on-site service assistance to ensure successful delivery of installations, projects, and programmes.

Qualifications Technical Knowledge:

• Associated degree, ONC, HNC, or equivalent technical training or related experience is required.
• Experience with mechanical and Air-conditioning Systems desirable.
• Experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment.
• Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software installation and programs.
• Use of metrology and handheld tools.
• Experience in troubleshooting, field repair or technical support activities centred on Electrical and Mechanical systems and equipment is desirable.
• Has a working knowledge of PC applications (MS Applications, SAP, and Reporting tools) to provide clear, concise information summaries as required.

Skills and Ability:

• Able to work autonomously.
• Self-motivated, proactive, reliable, and accountable individual.
• Excellent customer service skills and the ability to handle stressful situations.
• Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once.
• While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required.
• Possess solid communication skills, both oral and written and problem-solving skills.
• Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork.
• Must be responsive to all customer issues at all times.
• Must have own credit card and be willing & able to travel at short notice.
• An FSE must be team oriented and flexible, and actively seeks to share information and assist his peers.

Additional Information: To find out more about life at Smiths Detection check out our LinkedIn and follow our story. Join 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, colour, 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.