Duties and responsibilities with involve for the first line management of the regions field service engineers at regional aviation & non-aviation sites, who provide service, support, and repair of company products, ensuring company goals are met and policies and procedures adhered to. Supports the UK & Ireland Service Manager by assisting in developing, maintaining and improving current customer relationships and other strategic opportunities to acquire new fee-generating opportunities while preserving and increasing the revenue from current accounts by ensuring unparalleled client satisfaction through the delivery and maintenance of Security Enterprise Solution (SES) products and related professional services. Provides guidance, coordination, and direction to department employees and checks work for quality and proficiency. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Directs and coordinates activities of field service engineers engaged in the installation, repair, and servicing of SES equipment. Sets priorities and monitors progress according to established field requirements.
Studies schedules and estimates time, cost, and labour for completion of job assignments.
Cultivates, improves, and sustains relationships with customers and ensures customer satisfaction by delivering Service Excellence at all times.
Presents KPI and system performance metrics of all SES equipment to customers as per their contractual requirements.
Captures product performance data and monitors fault trends and shares internally with the Service Quality & Product Performance Manager.
Ensures that employees are trained, instructed, and oriented in proper procedures, operations, and methods.
Provides technical and functional leadership and guidance as required.
Recruits, hires, trains and mentors staff, evaluates employee performance; recommends or initiates promotions, transfers, and/or disciplinary action.
Develops and implements metrics for monitoring work activities and reports to UK Service Manager.
Prepares and issues a weekly Service Report every Friday by 09:00.
Travels within region, domestically as well as internationally and is responsible for ensuring overseas engineering requirements are covered by the team in line with business requirements.
Ensures all regional complaints/escalations are dealt with to completion and ensures cover is provided when on holidays - the North & South Area Mangers must not holiday at the same time.
Will support regional customers by providing ‘Major Escalation’ support especially at key holiday periods.
Coordinates and provides support to regional customers by installing, calibrating, maintaining, testing, troubleshooting and repair of SES products.
Prepares and conducts formal and informal training courses for customer personnel in the operation and maintenance of systems and equipment.
Works with customer via phone or person to identify operations/technical problems. Responds to customer complaints and questions until resolved.
Acquaints customer personnel with the full capabilities of the equipment and/or systems for the immediate operational requirements. Advises customer of all equipment changes and authorised modifications.
Performs Annual and interim Performance Reviews of directly reporting team members.
EDUCATION and/or EXPERIENCE:
Associate’s degree in electronics or graduate of technical school in electronics engineering technology or equivalent experience preferred. Minimum of three (3)years increasing responsible positions working in customer service/repair environment that should include experience level of Group Leader or Assistant Supervisor. Previous airport maintenance experience a plus as well as experience in strategic account management with an emphasis on customer relationship management, client satisfaction initiatives, and professional services business development. Knowledge of complex mechanical systems, familiarity with test equipment (DVM and oscilloscope) and experience with High Voltage and X-ray producing equipment required.
OTHER SKILLS AND ABILITIES:
Must possess excellent customer interface, presentation, and communication skills with the ability to exchange information with others clearly and concisely.
Must be computer literate and have knowledge of Microsoft Office applications. Knowledge of MRP and CRM systems desirable.
A strong working knowledge of complex digital and analogue circuitry along with understanding of RF/MW theory is required.
Must be able to supervise employees and direct people in their daily field service work activities.
Position requires a creative problem solver with strong technical detail orientation.
May be required from time to time to lift heavy weights.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.