Field Service Technician II - RDU

Smiths Group•Raleigh, NC

5d•Onsite

About The Position

Smiths Detection is hiring a Field Service Technician II to support its Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment. The role requires daily travel to customer locations in and around the Raleigh-Durham metro area, including the airport. The technician troubleshoots, installs, services, and repairs equipment in the field, provides customer training as required, and responds to emergency and unscheduled service calls within established response-time goals. The position also involves completing scheduled maintenance, documenting work, managing parts and inventory, maintaining tools and test equipment, and supporting customer satisfaction and service revenue efforts. The technician works wherever the customer is located, typically at airports, correctional facilities, courthouses, cruise ships, or other required locations. Travel, overtime, and hours outside Monday through Friday may be required. The position requires access to Sensitive Security Information, TSA vetting, and successful completion of a federal background investigation. It is subject to drug testing as permitted by law.

Requirements

At least 3 years of experience troubleshooting and repairing electrical and electronic systems and equipment in the field.
An associate degree, a related trade certification in electrical, electronic, or mechanical work, or relevant military training; alternatively, 1–3 years of comparative work and life experience in a related electrical or mechanical field-service role is acceptable.
Computer literacy, including competency with all programs in the MS Office Suite and aptitude for learning specialized software.
Excellent communication skills and a strong customer-focus and teamwork orientation.
Responsiveness to customer issues and willingness and ability to travel at short notice.
Excellent organizational, interpersonal, and telephone skills, including the ability to multitask across projects.
Excellent customer-service skills and ability to handle stressful situations.
Self-motivated, reliable, and accountable.
Ability to lift and carry 80 pounds and full-body mobility.
Confidence operating carts, hoists, davit cranes, pallet jacks, or other devices specified in manuals and Technical Advisory documentation.
Ability to work safely in varied environments and around dangerous industrial equipment.
Ability to obtain Sensitive Security Information access through TSA vetting and successfully pass a federal background investigation.
Ability to submit to drug testing before employment and during employment, to the extent permitted by law.

Responsibilities

Troubleshoot, service, install, and repair Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
Maintain field service logs and filing systems, and document inspections, maintenance, and repair work; submit paperwork promptly.
Respond to daily service needs, emergency calls, and unscheduled calls within established response-time goals.
Complete scheduled maintenance within required deadlines.
Communicate effectively with customers, conduct follow-up calls, and foster positive customer relations and satisfaction.
Provide customer training as required and technical support to customers and other service professionals.
Order, install, and return parts; manage repair-parts cycle time and maintain accurate inventories of parts and tools.
Maintain technical certifications and ensure tools and test equipment are maintained and calibrated.
Review logs for open issues and prepare formal customer reports as necessary.
Participate in service-sales opportunities and help promote and implement revenue programs.
Seek technical knowledge and support from senior-level Field Service Technicians, and maintain relationships with senior technicians and Product Managers.
Assess equipment performance using field-support data and recommend modifications or improvements.
Participate in site surveys, pilot-program service activities, meetings, special projects, and preparation of reports as needed.
Control and minimize costs while maximizing revenue.
Submit expenses, time cards, and other administrative tasks within specified timelines.
Comply with company health, safety, and environmental policies and applicable U.S. export-control and security regulations; help ensure department compliance.
Perform other duties as required.