Job Description
About Us
Smiths Detection , part of Smiths Group , is a global leader in threat detection and screening technologies for aviation, ports & borders, defense, and urban security. Our expertise is spread across 5 R&D centers, 21 Global Offices and 7 Manufacturing Sites with 3000 Brilliant minds globally contributing for over 40 years at the frontline which enables us to deliver the solutions needed to protect our society from any threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals, and narcotics. Every minute of every day, our technology and talented team members help to make the world a safer place -
Job Description
To support Service Department in providing a high quality filed service to our customers at site in 24 x 7 environment and providing administrative services of the site for the customers, FSEs & FSTs and service department. The Service Department is the interface between external customers, internal departments such as stores, sales, commercial, procurement, finance, etc. and the Field Service Engineers. The Services team requires the ability to deal effectively with all customers and to be able to manage customers’ expectations appropriately and with the objective of achieving required levels of satisfaction and recommendation from customers.
Duties & Responsibilities
Responsibilities
To support Service Department in providing a high quality filed service to our customers at site in 24 x 7 environment and providing administrative services of the site for the customers, FSEs & FSTs and service department. The Services Department is the interface between external customers, internal departments such as stores, sales, commercial, procurement, finance, etc. and the Field Service Engineers. The Services team requires the ability to deal effectively with all customers and to be able to manage customers’ expectations appropriately and with the objective of achieving required levels of satisfaction and recommendation from customers. Corrective, predictive and preventive maintenance of security equipment's, particularly baggage scanners at airports and other critical infrastructure on 24 x 7 basis (in rotational shifts) Co-ordination with customers (internal & external) and 3rd party FSEs & FSTs Monitoring on a daily basis to ensure that planned works have been completed to the customer’s reasonable satisfaction. Daily activities include but not limited to, o Maintenance of daily complaints logs capturing every aspect of a CM that includes engineer, parts utilized, time taken to complete, etc. Manpower deployment / duty roaster / leave and resource planning o Site spare parts inventory update. Defective Spares replacement Record includes updating part No. changes o Submission of SR, PM & Installation on the next business day on completion o Tracking of requested part & defective parts with fault tag HSE that includes tool box talk, safety awareness & audit and record Housekeeping of reports - service & preventive maintenance, installation (both hard & softcopies) and sharing hardcopies with Regional Service Manager & Service administrator on weekly basis Site inventory management including site logistics and weekly stock update from airport sites to Supply Chain Management Coordinating Onsite repair of sub-modules at airport sites with proper fault tags Project co-ordination / execution when needed. The Individual
Skills and Experience
Diploma in Electronics / Electrical engineering Minimum 8 years' experience in field service engineering Good analytical skills and sound knowledge in electronics, electrical and IT Identify root causes of recurring issues to prevent future issues Good knowledge on Microsoft Word, Excel, Power Point, Outlook, Database Management Knowledge on SAP is desirable Good verbal & written communication and influencing skills Determination to provide high levels of customer service under pressure with optimum utilization of resources Flexibility to evolve with the changing needs of the business
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