Job Description The Area Supervisor manages the service activities of the Hub Leads, Field Service teams, and Third Party Representatives within their geographical area. The Area includes a specific portion of a District. Coordinates various service activities e.g. new installations, repairs, preventative maintenance; manages work schedules to ensure appropriate support is maintained as required. Manages field service teams to consistently meet or exceed performance metrics (PM completion, call resolution and closure, mean time between critical failures, etc). Responsible for driving customer satisfaction within the Area. Individual must be a flexible and effective team leader and be able to actively seek to share information to assist their peers. Possesses excellent communication skills, both oral and written. Works directly with their District Manager and the Scheduling Team to ensure appropriate levels of support are consistently maintained. Conducts follow up calls with the customer to ensure satisfaction of work. Provides leadership on complex projects within assigned Area involving multiple technical and administrative disciplines.Adjusts and balances work schedules of their assigned FSTs and/or TSTs . Responsible for the hiring, evaluation, coaching and mentoring of team. Completes employee performance reviews and other routine management duties such as time card, expense report and employee training compliance. Demonstrates strong electronic repair troubleshooting methodology and maintains an advanced technical level of product knowledge. Displays proficiency in servicing the Trace, X-Ray, and Cargo Inspection Systems product lines. Eagerness to work on and lead special projects, some of high visibility as assigned. Provides on the job training to new or cross training to employees and provides appropriate feedback to management. 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, services, installs (deploys) and repairs Trace, X-Ray, and Cargo Inspection System 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. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements. Duties & Responsibilities The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.
- Approximately 50/50 split management verses technical duties.
- Responsible for the delivery of service needs and driving customer satisfaction within the Area.
- Develops a strong and service driven culture within their team.
- Provides detailed performance reviews, feedback, and coaching to their FSTs and or/TSTs; to include an annual performance review and administer employee performance improvement plans.
- Assist District Manager in the employee selection process
- Reviews and approves vacation requests, expense reports, service reports, and time cards for their team weekly, ensuring both their accuracy, timeliness, and adherence to company policy.
- Responsible for supervising daily service repair needs and driving customer satisfaction
- Installs, repairs and maintains equipment in the field; provides customer training as required.
- Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
- Order, install, and return parts and manages repair parts cycle time
- 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 throughout their team
- Assesses product/equipment performance based on field support data; recommends modifications or improvements.
- Actively manages cross-training of team and schedules accordingly with District Manager.
- Seeks to provide technical support to customers and other service professionals as required.
- Participates in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
- Maintains clear and concise business communication proficiency, both oral and written
- Establishes and maintains a close relationship with the Service Management Team in order to support the needs of the customer, region/area, and business.
- Exercises every available measure to control and minimize costs of both self and Field Service Team.
- Travel, overtime and work hours other than Monday-Friday may be required.
- 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. Diversity & Inclusion We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, 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. The Individual Education/Training: Prefer Associates Degree in Electronics or in a related field (industrial, electrical, electronic, mechanical). Equivalence achieved through comparative work and life experience is acceptable (>5 years work experience in a related electrical or mechanical field service role). Preferably including certification in networking or systems integration (A+, CCNA, or similar) Computer literacy: competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs. Experience: Minimum of 2 years in a supervisory role involving remote employees. Minimum of 5 years experience directly involved in troubleshooting and field repair of advanced/integrated electrical and electronic systems and equipment (Medical Products Service, Industrial Process Controls, Avionics, Communications) Knowledge/Skills: Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must be willing & able to travel on short notice. Supervises: Supervises and leads a high performance team of Technical Support Technicians and Field Service Technicians. Must be capable of directly leading a team Field Service Engineers some of them being remote employees Background: Must be able to pass and maintain an in depth background check (TSA vetting). This position is contingent upon completing a satisfactory pre-employment credit check. The successful candidate will be asked to consent to a pre-employment credit check because one or more of the following criteria applies to this position.
The position is a named signatory on a Smiths bank account The position is authorized to transfer money, issue payments, fund payroll deposits, fund tax deposits, or fund any other account on behalf of Smiths The position involves setting the direction or control of the business The pre-employment credit check will be carried out in compliance with all federal and state legislation. Physical/Mental Requirements:
- Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.
- Excellent customer service skills and the ability to handle stressful situations.
- 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
Work environment is typically considered to be off-site, wherever the customer of concern is located. Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other locations as required. SDI is a Federal Contractor, subject to the COVID-19 vaccination guidelines set forth by the Safer Federal Workforce Taskforce. As a result, effective December 8th , all newly hired employees in the United States are required to be fully vaccinated before their state date. Salary & Benefits The compensation for this position ranges from $90,100 to $121,800/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. About Smiths At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 23,000 colleagues, based in 55 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers' operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170 year history of innovation, and five global divisions, all experts in their field. About Smiths Detection 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. Smiths Detection is a global leader in threat detection and screening technologies for aviation, ports and borders, urban security and defence. With more than 40 years of field-tested experience, we deliver the solutions needed to protect society from the threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals and narcotics. Every minute of every day our technology and our people make the world a safer place. Smiths Detection is part of Smiths Group, a global leader in applying advanced technologies to markets in threat as well as contraband detection, energy, medical devices, communications and engineered components. Smiths Group employs around 23,000 people in more than 50 countries. Additional Information 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 Posters If you'd like to view a copy of the company's affirmative action plan or policy statement, please email
[email protected] . 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-###-####. 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.
