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Lead Field Service Engineer (Lead FSE)

Company Name:
RCJ Consulting,LLC
SUMMARY OF ESSENTIAL FUNCTIONS:
As a Lead Field Service Engineer, this individual must be an effective team leader and be flexible, and able to actively seek to share information and assist his peers. Possesses excellent communication skills, both oral and written. Works directly with their Regional Manager and the Scheduling Team to ensure appropriate levels of support are consistently maintained. Conducts follow up calls with the customer to ensure satisfaction of work. Adjusts and balances work schedules of their assigned FSE's.
Demonstrates strong electronic repair troubleshooting methodology and maintains an advanced technical level of product knowledge. Displays proficiency in servicing the Trace, X-Ray, and Cargo Inspection Systems product lines. Eagerness to work on and lead special projects, some of high visibility as assigned. Provides on the job training to new or crosstraining employees and provides appropriate feedback to management. Has a strong knowledge of business PC applications (MS Word, Excel & Power Point) and able to effectively use them to provide clear, concise information summaries and project updates as needed. Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, and Cargo Inspection System equipment at customer sites. Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed. Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Develops a strong and service driven culture within their team.
Provides detailed performance reviews, feedback, and coaching to their FSE's; to include an annual performance review.
Reviews and approves vacation requests, expense reports, service reports, and time cards for their team weekly, ensuring both their accuracy, timeliness, and adherence to company policy.
Responsible for supervising daily service repair needs and driving customer satisfaction
Installs, repairs and maintains equipment in the field; provides customer training as required.
Documents all inspections,maintenance, repair work and submits paperwork in a timely basis
Order, install, and return parts and manages repair parts cycle time
Reviews all logs for open issues and prepares formal reports to customers as necessary.
Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
Ensures that tools and test equipment are properly maintained and calibrated throughout their team
Assesses product/equipment performance based on field support data; recommends modifications or improvements.
Seeks to provide technical support to customers and other service professionals as required.
Participates in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
Maintains clear and concise business communication proficiency, both oral and written
Establishes and maintains a close relationship with other Lead FSE's, Regional Managers, and the Scheduling Team in order to support the needs of the customer, region, and business.
Exercises every available measure to control and minimize costs of both self and FSE Team.
Travel, overtime and work hours other than Monday-Friday may be required.
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.
POSITION REQUIREMENTS:
Education/Training: Engineering degree in related field (industrial, electrical, electronic, mechanical). Equivalence achieved through comparative work and life experience is acceptable (>10 years work experience in a related electrical or mechanical field service role).

Preferably including certification in networking or systems integration (A+, CCNA, or similar)

Computer literacy: competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.

Experience: Minimum of 2 years in a supervisory role involving remote employees. Minimum of 8 years experience directly involved in troubleshooting and field repair of advanced/integrated electrical and electronic systems and equipment (Medical Products Service, Industrial Process Controls, Avionics, Communications)

Knowledge/Skills: Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must be willing & able to travel at short notice.

Supervises: Supervises and leads a high performance team of Field Service Engineers. Must be capable of directly leading a team of up to 8 Field Service Engineers (Remote employees)

Background: Must be able to pass an in depth background check (vetting).

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 excellent telephone skills
Ability to lift item up to 50 lbs. unassisted

WORK ENVIRONMENT:

Work environment is typically considered to be off-site, wherever the customer of concern is located. Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other locations as required.

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