Job Description

Performs Level 3 support on the products at the site. Identify root causes of recurring issues to prevent future issue. Ensures P1 down system work orders are escalated to tech support within 24 hours if known root has not been identified. Ensuring planned / assigned works have been completed to the customer s reasonable satisfaction Engages with all the stake holders at the site Manages field service engineers (both direct & 3rd party) to consistently meet or exceed contract SLA s, performance metrics & department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, part RMA, etc.) Works with Area Service Manager to establish program goals and objectives Works closely with Technical Support team to drive reliability improvements at assigned airport. Responsible for driving customer satisfaction within the site. Works closely with other Leidos functional organizations to assist in providing robust customer solutions, while providing integral feedback of customer service requirements. Works closely with PMO on managing new project installations and commissioning. Drives cost containment opportunities within site. Provides necessary feedback and input for tenders/bids/proposals to Service Program management. Works closely with Area Service Manager to manage training and development for site team. Works towards service reliability improvements of equipment through proper preventive maintenance, corrective maintenance and proactive maintenance Actively manages cross-training of team and schedules accordingly. Ensures all EHS and LOTO protocols and requirements are strictly adhered to. Works closely with supply chain on parts stocking / delivery / availability / RMA issues. Works with area manager on proper on site stocking levels. Actively manages teamwork schedules, duty roasters Ensures staff have the proper tools, test equipment and processes to effectively perform their job role. Works with service admin and service staff to ensure tool and test instrument calibrations are always current. Mentors field service team, identifies team members strengths & weaknesses, identifies development needs and works with Area Service Manager to enhance teams performance. Manage direct report overtime, work schedules and ensures proper contract time charging. Approves timecard and expenses for all direct staff Work with area service manager to ensure travel expenses for direct staff meet Leidos T&E approved guidelines and staff are following approved travel booking processes. Identifies areas in need of process improvement and works with relevant team members to facilitate necessary change. Build and maintain a culture of ownership amongst service staff. Maintain stakeholder relationships at airports, government facilities and commercial customers Drive data governance within the direct team for all entries into Leidos CRM systems used in the maintenance of customer equipment Establish clear understanding of the Service CRM data entry and use requirements for field service staff. Set clear expectations for accurate, real-time work order updates and ensure service staff are militant about proving accurate data entry and follow real time usage requirements. Handle AEP / BCAS Coordinate for HR docs & other supporting docs to submit Invoices to customers Qualifications: Graduation / 3 years diploma in Electronics / Electrical engineering 2-4 years [Graduates] / 5-6 years [Diploma] experience in similar role or field service engineering Proven ability to manage a staff of field service engineers and supporting staff [size of 10-15]. Proven ability to manage customer relationships. Prior experience in the airport hold baggage or checkpoint security systems field is highly desirable. Ability to effectively communicate both written and orally in native language and in English. Excellent verbal, written and interpersonal communication skills are required for effective interface with internal and external customers Ability to write reports, business correspondence, and to effectively present information and respond to questions from management and customers is essential Ambitious, transparent, hard-working, result oriented, team player with effective communication and strong leadership skills Strong background in Security Screening Equipment and Explosive Detections Systems a plus. Competencies: Strong ability to manage in a matrix organization, understanding regional needs, and reporting to management Personal sense of integrity and trust Effective time management and organizational skills Takes ownership and drives tasks to completion in a consistent, timely manner. Excellent verbal and written communication skills Must be proficient with Microsoft Office Suite (Excel, Project, Word) and Adobe Acrobat Pro

foundit