[Close] 

Product Specialist



About Us


At Smiths Detection, we know that our people are our most valuable asset. With that in mind, we offer excellent competitive compensation, a great working environment, and the opportunity to work with leading edge technology. We are looking for people who are seeking a challenging position; those who thrive in an environment where innovation and responsiveness are the norm. Smiths Detection is a leader in explosive and narcotics detection for aviation safety, checked baggage screening, military & critical infrastructure protection and new growth platforms in Chem/Bio, X-ray and Radiation/Nuclear detection. If you would like to be a part of a fast-paced, exciting industry that demands and rewards the best, we want to hear from you.
Smiths Detection is an EEO/AA Employer/Vet/Disabled.?Smiths Detection, Inc. participates in the Electronic Employment Verification Program.?





Job Description


As the top technical authority within Service for his/her product or product line of concern, 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 Service 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.





Duties & Responsibilities


  • Applies an expert understanding of product 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 sub assemblies 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 U.S. export control and security regulations.
  • Other duties as required.





  • The Individual


    POSITION REQUIREMENTS:
    Education/Training: A Bachelor's Degree in a technical discipline is preferred. Five 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 4 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 communiqu? 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.






  •  

    Don't Be Fooled

    The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

    More Jobs

    Web Production Specialist
    Silver Spring, MD Children's National Medical Center
    CCS HTML Production Specialist
    Baltimore, MD Kforce
    Print Shop - Production Specialist
    Towson, MD Ricoh Americas Corporation
    Automotive Product Specialist
    Suitland, MD Passport Auto Group
    Multimedia Production Specialist
    Bethesda, MD Engility Corporation