Senior Technical Support Engineer

Be part of the team at Smiths Detection, where technology comes to life!

Smiths is a world leader in the practical application of advanced technologies. Our products and services make the world safer, healthier and more productive.

Smiths Detection, a highly successful division of Smiths Group, is doing work that matters to countless individuals worldwide. In addition to complete security solutions encompassing trace detection equipment, x-ray screening systems and other proven and developing technologies, we offer incredible career opportunities.

Supervisor, Technical Support

Responsibilities:
• Supervises and coordinates technical support center personnel and activities.
• Monitors help desk calls to ensure a high level of customer service, analyzes call patterns, schedules personnel, defines and orchestrates answering service activities.
• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Will maintain high level of technical knowledge on all products and will serve as a champion for specific product or issue.
• Oversees customer assistance during entire support procedure until completed.
• Assess product/equipment performance based on field support data; recommends modifications of improvements to assure optimum efficiency.
• Reviews logs for open calls and ensures compliance with operating procedures.
• Responsible for scheduling and time reporting of technical service and staff. 
• Assesses product/equipment performance based on field support data and recommends modifications or improvements.
• Tracks and reviews system faults using service management software system.
• Informs management and other service departments of technical service issues.
• Assumes the role of Technical Support Manager when required.
• Travels to customer sites or other Company locations to provide technical evaluations and support when necessary.
• Must be willing and able to work outside of normal business hours when necessary.
• Interview, select, train and mentor new employees including on-going assessments.
• Comply with health, safety and environmental policies and U.S. export cotnrol and security regulations.

Education/Training
Associates degree or 5 years related experience required in customer service role preferably in technology.  Minimum of 5 years experience directly involved in troubleshooting, field repair or technical support activities centered on electrical and electronic systems and equipment.  At least one year in a leadership role.  Successful candidate will be competent using Microsoft Office Suite and aptitude for learning specialized software programs.  Candidate must have excellent communication and problem solving skills.


Our benefits mean you benefit…

• Medical/Prescription Drug Plans • Dental Plan Options • Vision Care Plan • Employee Life/AD&D Options • Optional Spouse & Dependent Life Insurance • Long-Term & Short Term Disability • Flexible Spending Account • 401 (k) with Company Match • Retirement Account Plan • Paid Time Off • Tuition Reimbursement • Gym-Membership Reimbursement • Employee Assistance Program • Credit Union • Corporate Discount Programs.

Smiths is a world leader in the practical application of advanced technologies. Our products and services make the world safer, healthier and more productive.

To find out more and to explore our career opportunities, visit us at :

http://www.smithsdetectioncareers.com/na/index.php?p=viewjob&job_id=1977&refer=13

Must be a US Citizen and eligible for a US DoD Security Clearance. Smiths Detection, is an equal opportunity employer and does not discriminate on the basis of race, color, sex, national origin, religion, age, physical or mental disability, veteran status or any other basis protected by applicable federal, state or local law in the terms or conditions of employment, programs or activities. Individuals with questions regarding this policy or self-identification form are encouraged to contact Human Resources.

www.smithsdetection.com