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

    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.

  • 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.


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