Field Service Area Supervisor, Cargo Inspection Systems

Company Description

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security and freedom of movement in today’s world.

At Smiths Group plc, 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 14,600 colleagues, based in 50 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. We believe that different perspectives and backgrounds are what make a company flourish and are proud to be a company with values grounded in integrity, respect, ownership, customer focus, and passion.

Job Description

SUMMARY OF ESSENTIAL FUNCTIONS:

As an Area Supervisor, this 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 Zone 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. Adjusts and balances work schedules of their assigned FST's. 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. 

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Develops a strong and service driven culture within their team.

• Provides detailed performance reviews, feedback, and coaching to their FSTs; to include an annual performance review and administer employee performance improvement plans.

• Assist Zone 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.

• 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.

• Establish