Product Specialist - Conventional X-Ray

As the top technical authority within Service for the Conventional X-Ray product line, this individual leads projects on an as-required basis and serves as a resource to other Service team members, Sales & Marketing and Engineering personnel. Possesses a strong electronic technical problem solving mentality and exceptional product knowledge. Conducts service introductions of assigned product(s), providing design input into product serviceability and helps define the service process post release. Assists with lab and field tests/installations of new products. Participates in training curriculum development with the Training team and defines areas of emphasis based upon product complexity. Creates technical documentation on individual products as required (i.e. process maps, technical bulletins, etc.). Consistently uses his/her extensive experience and reasoning to plan and accomplish goals. Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others. Uses MS Word, Excel, Power Point and Project to provide information summaries and schedule activities as required.

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

• Applies an expert understanding of conventional x-ray products and/or system scope and application.
• Maintains a high technical knowledge level on product(s) of concern and serves as the champion for a specific product or issue.
• Researches technical issues autonomously as required.
• Researches, verifies, and generates detailed defect reports and wish list requests.  Champions the documentation of problem resolutions in the SMS knowledge base and maintains same on a continuing basis.
• Works with development, testing and documentation teams during the product development cycle to ensure quality & serviceability and otherwise represents service needs.
• Participates in the development and execution of new product launch plans.  Assesses product/equipment performance based on field support data; recommends modifications or improvements to assure optimum efficiency. 
• Provides guidance to support personnel in analyzing and resolving field problems promptly-- reports trends to management. 
• Identifies major subassemblies to be included on the Spare Parts List (SPL) and updates changes as design maturity occurs. 
• Consults with clients to investigate problems and identify opportunities. 
• Provides advanced telephone, email and fax support to customers for the resolution of complex technical problems and documents accordingly. 
• Trains, guides and mentors the Technical Support, Service Lab and Field Service staff to better troubleshoot technical issues. 
• Develops and provides on-site application training programs. 
• Attends trade shows or gives product demonstrations as assigned. 
• Establishes and maintains a close relationship with Product Managers in order to support the needs of the customer and remains aware of current technical trends.  May perform short or long term project management functions for specific products or customers. 
• Travel, overtime and work hours other than Monday-Friday may be required. 
• Travel potential up to 50% domestic or international. 
• Comply with and ensure department compliance with Company health, safety and environmental policies. 
• Comply with all applicable S. export control and security regulations.
• Other duties as required.

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.

POSITION REQUIREMENTS:

Education/Training: A Bachelor's Degree in a technical discipline is preferred. Six years related experience and/or training, or equivalent combination of education and experience is acceptable. Strong troubleshooting skills are required. Computer literacy required.

Experience: Minimum of 6 years professional experience in the technical support of complex electrical and electronic equipment.

Knowledge/Skills: Individual must possess excellent communication and problem solving skills and maintain the ability to compose communiqué to diffuse volatile customer situations as required. Ability to articulate complex technical concepts. A strong orientation for customer focus and teamwork will be required. Ability to multi-task on projects, some of high visibility.

PHYSICAL/MENTAL REQUIREMENTS:

• Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to lead teams.
• Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions.
• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once. Ability to convey complex technical details.
• Strong customer service skills including phone etiquette and conflict resolution, and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual.
• Possess outstanding telephone skills.

Work Environment:

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170 year history of innovation, and five global divisions, all experts in their field.

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security and freedom of movement in today’s world.

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters  If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email US HR Team hr-1@smiths-detection.com. 

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail stat@smiths.com or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.