Field Service Technician

1 week ago

Ottawa, Canada Smiths Detection Full time

**Company Description**
Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

The Level One Field Service Technician position demands a highly collaborative and adaptable professional who actively contributes to information sharing and peer support. This role requires exceptional oral and written communication skills, coupled with advanced electronic repair troubleshooting methodologies and a comprehensive technical understanding of our product range.

Key responsibilities include:

- Demonstrate proficiency in interpreting electrical and mechanical schematics to identify root causes of component or assembly failures.
- Develop and maintain expertise across multiple product lines, including Trace, X-Ray, CT X-Ray, and Cargo Inspection Systems.
- Undertake high-priority projects as assigned, maintaining a commitment to excellence and attention to detail.
- Identify and address recurring issues through independent analysis and collaborative problem-solving.
- Execute on-site troubleshooting, servicing, installation, and repair of Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment with utmost precision and care.
- Maintain meticulous field service logs and filing systems to ensure proper documentation of all service activities from initiation to completion.
- Demonstrate unwavering dedication through productive use of downtime and consistent delivery of service that exceeds both customer and company expectations.
- Conduct thorough follow-up communications with customers to ensure complete satisfaction with completed work.

Additional critical duties include:

- Fulfill daily service repair requirements with a focus on maximizing customer satisfaction.
- Perform equipment installations, repairs, and maintenance in the field, providing comprehensive customer training as necessary.
- Meticulously document all inspections, maintenance, and repair work, submitting required paperwork within specified timeframes.
- Manage the entire repair parts cycle, including ordering, installation, and return processes, with a focus on minimizing cycle times.
- Conduct thorough reviews of all logs for outstanding issues and prepare formal, detailed reports for customers as required.
- Actively engage in Service Sales opportunities and contribute to the promotion and implementation of revenue-generating programs.
- Ensure proper maintenance and calibration of all tools and test equipment to guarantee optimal performance.
- Conduct rigorous assessments of product and equipment performance based on field support data, providing well-researched recommendations for modifications or improvements.
- Deliver expert technical support to customers and fellow service professionals as needed.
- Participate in site surveys, pilot program service activities, and attend meetings as required by management.
- Maintain and continuously expand technical knowledge of the company's Trace and X-Ray technologies.
- Cultivate and maintain professional relationships with senior-level Field Service Engineers and Product Managers to effectively support customer needs and stay informed of current technical trends.
- Implement stringent cost control measures in all aspects of the role.
- Demonstrate flexibility regarding travel requirements, overtime, and non-standard work hours as dictated by business needs.
- Strictly adhere to and enforce departmental compliance with Company health, safety, and environmental policies.
- Ensure full compliance with all applicable CA export control and security regulations.
- Undertake additional duties as assigned by management.

**Qualifications**
POSITION REQUIREMENTS:
Education and Training:

- Associate's Degree, relevant Trade Certification (electrical, electronic, mechanical), or equivalent Military Training.
- Equivalent work experience of 1-3 years in a related electrical or mechanical field service role may be considered.
- Demonstrated proficiency in MS Office Suite and aptitude for specialized software programs.

**Experience**:

- Minimum of 1-3 years of direct involvement in troubleshooting and field repair of electrical and electronic systems and equipment.

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