Field Service Engineer - Level 3

Smiths Detection , 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.

Every minute of every day, our technology and talented team members help to make the world a safer place -

Provide expert-level technical support, lead operational improvements, and mentor team members while serving as a key contact for complex technical challenges. Covers all of Herts, Beds, Bucks and supporting Field Service teams across South East when required. Strong mix of Electromechanical preferred. We are also not able to provide sponsorship for this role.

• Ensure compliance with health, safety, and environmental standards during all operations.
• Take ownership of advanced troubleshooting, installation, and maintenance tasks.
• Lead and mentor teams in resolving technical issues and developing solutions.
• Conduct customer training on equipment operations and best practices.
• Implement and monitor continuous improvement initiatives to enhance service delivery.
• Act as a liaison with stakeholders, ensuring alignment on technical objectives and solutions.
• Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
• Maintains a high technical knowledge level and services as the Champion on a specific product or a range of products.
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Seeks to provide technical support to customers and other service professionals as required.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Assesses product/equipment performance based on field support data; recommends modifications or improvements.
• Establishes and maintains a close relationship with senior level FSE’s and Product Specialist in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs.
• Leading installation of new equipment at customer sites, working collaboratively alongside Smiths Detection’s programs and installations teams and various subcontractors and customer-stakeholders
• Acting as the designated on-call person according to the relevant regional on-call roster, to provide remote and in-person technical support to customers
• Acting as a key point of contact for technical and customer escalations
• Assisting with supervisory and management responsibilities from time to time as required.
• In depth equipment log files analysis, system performance analysis, detailed reporting.
• Able to develop detailed technical documentation for the installation and projects.
• Utilize remote access to the equipment to support customers and other team members in issues resolution.
• Responsible to address high-level fault escalations and rectifications, ensuring customer requirements are met and learnings are shared with the wider service team.

Qualifications

• Degree in Electrical, Mechanical, or Electronics Engineering or equivalent.
• 5+ years of experience in field service, including leadership roles or advanced technical challenges.

• Exceptional technical expertise and leadership abilities.
• Ability to work autonomously while delivering high-impact results.
• Strong interpersonal and project management skills with a strategic focus.
• 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.
• Commitment to compliance and operational excellence.
• Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Must be able to…