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Smiths Group plc · 2 months ago

Technical Support Technician

Edgewood, MD, USA

Full-time

Onsite

Mid, Senior Level

$52K/yr - $122K/yr

5+ years exp

Smiths Group plc is a global leader in security and detection solutions. They are seeking a Technical Support Technician to troubleshoot, service, and repair X-Ray and CT X-Ray equipment at customer sites while maintaining excellent customer relations and a high level of technical knowledge.

AerospaceElectronicsIndustrial EngineeringManufacturingMechanical EngineeringMedical

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

Technical SupportTroubleshootingElectrical SchematicsCT/X-Ray TechnologyMS Office SuiteAnalytical SkillsCustomer FocusTeamworkCommunication SkillsLeadership Skills

Required

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)

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

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

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

Required to successfully obtain and maintain government clearance(s)