Home Qatar Senior Field Service Engineer

Home Qatar Senior Field Service Engineer

Senior Field Service Engineer

Full time at Smiths Detection in Qatar
Posted on December 17, 2024

Job details

Smiths Detection, part of Smiths Group , is a global leader in threat detection and screening technologies for aviation, ports & borders, defense, and urban security. Our expertise is spread across 5 R&D centers, 21 Global Offices and 7 Manufacturing Sites with 3000 Brilliant minds globally contributing for over 40 years at the frontline which enables us to deliver the solutions needed to protect our society from any threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals, and narcotics. As a highly developed Senior Field Service Engineer (FSE) within Service Operations, this individual possesses extensive technical training and experience in supporting and maintaining multiple Smiths Detection products. The Senior FSE will manage field maintenance and troubleshooting while taking a proactive approach to continuous improvement and process transformation. This role demands a high level of accountability, technical proficiency, and the ability to inspire both the team and customers towards solutions that align with the company's vision for excellence. The ideal candidate will actively identify areas for improvement, take ownership of operational processes, and lead by example in executing maintenance tasks, setting the standard for the team. They must demonstrate a proactive, solution-oriented approach, aiming to drive efficient operational execution while ensuring customer satisfaction and operational excellence across all products in the region. Troubleshoots, services, installs (deploys) and repairs equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files in the CRM system until work is completed. Must be able to travel extensively and when not on travel, the individual will provide assistance to the Technical Support staff. Conducts follow up calls with the customer to check system status.

Responsibilities:

  • Lead preventive and corrective maintenance on advanced electro-mechanical systems, setting the standard for the team in technical execution and quality.
  • Perform hands-on troubleshooting, installation, and maintenance across multiple products at customer sites, providing technical training to customers as required.
  • Take a proactive approach to identifying common-mode failures and develop solutions to address these both independently and in collaboration with peers and stakeholders.
  • Continuously evaluate service processes, identify inefficiencies, and propose solutions that drive operational improvement and efficiency.
  • Take ownership of improvements, leading the team through effective implementation, monitoring outcomes, and reporting on improvements made.
  • Engage and convince both internal and external stakeholders to adopt changes that align with the company's goals for operational efficiency and customer satisfaction.
  • Maintain a high level of expertise in the company's product portfolio, particularly for equipment in the assigned region and technologies, and be capable of training end users at an operator level.
  • Utilize advanced technical skills to perform mechanical and electrical installation, integration, testing, and commissioning of systems, including IT/network setup.
  • Use diagnostic tools and scripting languages (Excel VBA, Python, Shell scripting) to troubleshoot and optimize equipment and network performance.
  • Maintain detailed field service logs, documentation of inspections, repairs, and improvements, ensuring timely submission of reports to both customers and internal teams.
  • Lead by example in setting a high standard for clear and concise communication, both written and verbal, with customers and colleagues.
  • Actively contribute to a culture of continuous improvement by assessing daily work outcomes, tracking areas for growth, and implementing lessons learned.
  • Serve as a primary technical contact for customers, providing reliable support, understanding their needs, and developing solutions that foster long-term satisfaction and efficiency.
  • Build strong relationships with senior FSEs, Product Managers, and other stakeholders to stay current on technical trends and product developments, ensuring high-quality service delivery.
  • Lead and supervise contractors during special projects, maintenance coverage, and installation tasks, ensuring adherence to company standards and quality benchmarks.
  • Provide technical training and mentorship to junior team members, promoting knowledge.
  • Participate in service sales opportunities and assist in promoting revenue programs by demonstrating advanced product knowledge and technical expertise to customers.
  • Contribute to service expansion and customer retention by identifying and addressing customer needs through tailored support.
  • Adapt to a 24/7 shift schedule, including on-call duties, overtime, and travel as required to meet customer and operational demands.
  • Ensure compliance with all health, safety, and environmental policies to maintain a safe work environment.
  • Other duties as required.

Skills and Experience:

  • Associates Degree or equivalent technical training. Electrical/Electronic Engineering related Degree. Computer literacy required, Experience with Mechanical, Electrical and advantage with IT/Networks experience.
  • Minimum of three years overall relevant experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment. FSE's should have a minimum of two years field experience with Electro-mechanical systems and preferred knowledge in IT networks. Candidate should have experience in installation, Integration, Testing and commissioning.
  • SAP and ServiceMax experience is preferred.
  • Proficient in using VMWare products, Red Hat Enterprise Virtualization, Rocky Linux.
  • MCSA or RHCSA or VMWare Certified Associate certification is preferred and an advantage.
  • Proficient in Excel VBA, Python, Shell scripting and ability to use network diagnostic tools. Working understanding of DNS, SSH, NTP, UDP, TCP/IP etc. is preferred and an advantage.
  • Individual should have soft skills, should possess good communications skills and have a strong orientation for customer focus and teamwork. Must be always responsive to all customer issues. Continues willingness of self-education with all relevant operational task to support the continues improvement mission.
  • Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once.
  • Strong customer service orientation and the ability to remain calm under pressure.
  • Self-driven, reliable, and capable of working autonomously with minimal supervision.
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. #J-18808-Ljbffr

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