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19 days ago
Salary band: $10k - $15k
Location: North America, United States, Maryland
Job type: Permanent
Contact: Smiths Detection
Category: Engineer
Job Description:

Position Description SUMMARY OF ESSENTIAL FUNCTIONS: As a Technical Support Engineer, this individual must be team oriented and flexible, and actively seek to share information and assist his/her peers. 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. Cross trains on products serviced in the field, and displays proficiency in servicing Trace, conventional x-ray, high energy Cargo inspection systems, metal detectors, Hazmat detection equipment, and any other new detection technologies/products that may emerge. Willingness to work on 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 working knowledge of PC applications (MS Word, Excel & Power Point) to provide clear, concise information summaries as needed. Provides comprehensive technical support to customers and FSE's regarding the operation, troubleshooting, service and repair of Explosive Detection Systems (EDS) or Explosive Trace Detection (ETD) equipment or additional products as required. Conducts follow-up calls with the customer to check system status. Provides various back-up support activities as required, which may include but are not limited to, compilation of data, data entry tasks, publication of reports, FSR review, etc. Comprehensively documents within the database, the details of the call such that his peers may review the file and continue the support effort should additional time and continued dialog be required to close the call. SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: .Responsible for meeting daily tech support needs and driving customer satisfaction .Responds promptly to customer inquiries regarding the performance of deployed equipment. .Provides basic and advanced telephone, email and fax support to customers for the resolution of complex technical problems and updates database accordingly. .Maintains a high technical knowledge level on all products and serves as the champion for a specific product or issue. .Oversees customer assistance during the entire support procedure until the problem is solved or the case is closed. .Assesses product/equipment performance based on field support data; recommends modifications or improvements to assure optimum efficiency. .Exercises every available measure to control and minimize costs. .Establishes and maintains a close relationship with FSE in order to support the product needs of the customer .Reviews logs for open calls and follows-up with customers being tenacious to close the call .Participates in Service sales opportunities and assists with promoting and implementing revenue programs. .Assesses product/equipment performance based on field support data; recommends modifications or improvements. .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. Has the skill and flexibility to be able to switch from one product to another as needed .Seeks to lead and coach junior technicians with their technical issues, and help to resolve them. .Maintains clear and concise business communication proficiency, both oral and written .Establishes and maintains a close relationship with Product Managers in order to support the needs of the customer and remain aware of current technical trends. .Maintains a customer-centric focus and is well versed at addressing potential volatile situations .Exercises every available measure to control and minimize costs. .May be required to travel to customer locations to research problematic condition .Comply with and ensure department compliance with Company health, safety and environmental policies. .Comply with all applicable U.S. export control and security regulations. .Other duties as required to assure the success of the Service group .Required to obtain government clearance Requirements POSITION REQUIREMENTS: Education/Training:Associate's Degree or 2-3 years of related experience is required including the ability to demonstrate a fundamental understanding of electricity and electronics to include basic schematic reading and the proper use of a digital multi-meter. Equivalence achieved through comparative work and life experience is acceptable. Soldering experience a plus. Experience with Chemical detection, Biological detection, Hazardous material detection, Cargo Inspection X-Ray equipment, CAT scan gantries, computer networking/servers, Linux, and hydraulics a plus. Fluency, both verbally and written, in the Spanish, French, or Portuguese languages also a plus. Computer competency in the use of all programs within the Windows/MS Office Suite and aptitude for learning specialized software p

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