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Electrical/Mechanical Support Technician I - Bilingual (Edgewood, MD)

Location
North America, USA, Maryland, Edgewood
Job Reference
DETECTIONNA00077
Schedule Type
Full Time
Job Function
After Sales Service & Repair
About Us

Smiths is always looking for curious minds. For new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help make the world safer, healthier, more efficient and more connected.

We're proud that we've been helping propel the human world forwards during our 160 year history of innovation. By looking at things differently. By adapting and never standing still. And by always thinking big.

Today we're an aligned global business of five divisions and around 22,000 colleagues,that touches the lives of millions every year across five vibrant global markets.

Smiths Detection is a global authority on the application, management and manufacture of world-class detection and screening technology. We deliver the solutions you need to protect society from the threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals and narcotics.

Known for our best-in-class expertise, equipment and support, customers rely on Smiths Detection to help them make the world a more secure place. With over 40 years’ experience, our mission is to use technology to develop innovative solutions and services which uphold the free flow of trade and make the world a safer place.

Smiths Detection, Inc. participates in the Electronic Employment Verification Program.
Smiths Detection is an EEO/AA Employer/Vet/Disabled.

So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future.

 

Job Description

SUMMARY OF ESSENTIAL FUNCTIONS:

As a Support Technician, this individual must be team oriented and flexible, and actively seek to share information and assist his 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 FST’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.

 

Smiths Detection, Inc. participates in the Electronic Employment Verification Program.

Duties & Responsibilities

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 FST 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
  • This position requires access to ITAR, EAR, and Department of State or Department of Commerce controlled information and routine access to a cleared facility. Applicant must be a U.S. Person (citizen, green card holder or other permanent resident).
  • This position also requires Sensitive Security Information (SS) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.
  • Bilingual in Spanish preferred

Supervises:

  • While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required

 

WORK ENVIRONMENT:

Work environment is typically considered in an office environment located on-site, within a headquarters location during normal or extended business hours. It may also include employee’s residence or other location when working mandatory off hour on-call rotation or possible overnight/weekend shifts.

 

The Individual

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 programs and remote connectivity.

Experience:

  • Minimum of 2-3 years’ experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment which may include military training.

Knowledge skills/other attributes:

  • Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must have own credit card and be willing & able to travel on short notice for classroom/field training or other needs as determined. Electronics or electrical engineering background a plus as well as experience using an oscilloscope, radiation meter, or a vacuum/pressure flow meter.

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.
  • Self-motivated, reliable, and accountable individual
  • Possess outstanding telephone skills
  • Ability to lift packages up to 50 lbs. unassisted