Technical Support Technician

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

As a Tech Support Technician, this individual must be team oriented and flexible, and actively seek to share information and assist their peers.  Possesses excellent communication skills, both oral and written.  Demonstrates strong electronic repair troubleshooting methodology and maintains a high technical level of product knowledge.  Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Eagerness to work on and lead special projects, some of high visibility as assigned.  Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others.  Has a strong knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries and project updates as needed.

Troubleshoots, cross-trains, services, installs (deploys) and repairs X-Ray and CT X-Ray 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.  When not on travel or on an assigned shift, individual will provide assistance to Area Supervisor, Regional or District Manager or Product Support Staff.  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.

The Technical Support Technician must be an example for others to follow.  Not only must they repair and maintain equipment at peak performance, they must exercise excellent communications skills to both internal and external customers, meet deadlines for scheduled work, complete all administrative tasks required for call completion and they must do so in a safe manner.  They are expected to be the technical lead for their site/area.  Responsible for driving continuous improvement of system performance and improving FST knowledge through on the job training.

• Possesses a high level of technical knowledge on the company’s  CT/X-Ray and Multiplexing technologies.
• Must be able to respond to emergency and non-scheduled calls for service on a daily basis within established response time goals.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• 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.
• 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.
• Drives continuous improvement of systems at the site/area level.
• When needed, act as a liaison between the customer and other departments/functions within the company.
• Works with the Technical Support Supervisor to facilitate onsite and virtual 24/7 support to the Americas Field Service Delivery team on technical escalations and the Americas Services Program Team to deliver quality installations across the Americas.
• Establishes and maintains a close relationship with other Technical Support Technicians, Senior Technical Support Technicians, Area Supervisor and/or District Manager in order to support the needs of the customer and remain aware of current technical trends.
• Provides guidance to the Service Delivery Team in analyzing and resolving field problems promptly.
• Escalates quality and safety issues encountered in the field.
• May perform short or long term project management functions for specific products or customers.
• May be called upon to work on equipment that has little or no documentation or training.
• May be called upon to service/repair equipment, perform equipment audits, or participate in projects outside of assigned site/area. Installs, repairs and maintains equipment in the field; provides customer training as required.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Significant Travel required (up to 75%), and work hours other than Monday-Friday will be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable export control and security regulations.
• Required to successfully obtain and maintain government clearance(s).
• Other duties as required.
• Complying with and promoting all relevant legal requirements & Smiths policies and procedures, including business ethics, data protection and health & safety.

Background:

This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.
This position requires a U.S. Personal Security Clearance.

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

WORK ENVIRONMENT: Typically, the work environment will be in a classroom or laboratory environment. The job may also be performed off-site at the customer location. While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

• Engineering degree in related field (industrial, electrical, electronic, mechanical).  Equivalence achieved through comparative work and life experience is acceptable (>10 years work experience in a related electrical or mechanical field service role).

Experience:

• Minimum of 5 years’ professional experience in the technical support of complex electrical and electronic equipment and preferably within the Military, Medical, or Security industry.

• Strong troubleshooting skills are required

• Must be an experienced user of MS Word, Excel, Power Point and Project

Knowledge/skills:

• Must be able to solve potential complex customer situations as required
• A strong orientation for customer focus and teamwork will be required, including phone etiquette and conflict resolution
• The individual must be able to articulate and interpret complex technical concepts/questions
• Must have the capability to work on multiple projects, some of high visibility robust troubleshooting and problem-solving skills are required
• Must possess strong leadership and interpersonal skills
• Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to lead teams
• Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions
• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once
• Ability to convey complex technical details

PHYSICAL/MENTAL REQUIREMENTS:

• Self-motivated, reliable, and accountable individual
• Must be able to lift/carry 80 lbs.
• Must be able to push/pull 200 lbs.
• Must be able to move/ manipulate equipment weighing up to 1000 lbs. with the assistance of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.
• Job requires frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.
• Must be able to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces, etc.) around dangerous industrial equipment.

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have 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.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity PostersIf you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected].

The compensation for this position ranges from $52,500.00 - $122,500.00/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of 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.

At no time during the hiring process will 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 (Careers - Smiths Group plc)