Description
Job Description:
Perform management of field service staff and identified activities within defined region
Manages field service teams to consistently meet or exceed contract SLA’s, performance metrics & department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, part RMA, etc.).
Works with Service Operation Director-India to establish program goals and objectives
Working with the Director of Service Operations-India, develop and maintain staffing plan for area
Works closely with Technical Support team to drive reliability improvements across identified products in region.
Responsible for driving customer satisfaction within the territory. Works closely with other Leidos functional organizations to assist in providing robust customer solutions, while providing integral feedback of customer service requirements.
Provides leadership on and manages complex projects involving multiple technical and administrative disciplines.
Works closely with PMO on managing new project installations and commissioning.
Drives increases in incremental revenue and identifies cost containment opportunities within the Area.
Provides necessary feedback and input for tenders/bids/proposals to Service Program manager.
Develops and manages critical account escalation procedures in collaboration with applicable service program manager and Director of Service Operations-India
Works closely with Service Site Manager to monitor and manage training and development of technical staff.
Work closely with Service Admin to delegate service-related admin tasks as required.
Works closely with Service Site Managers to drive service reliability improvements of equipment through proper preventive maintenance, corrective maintenance and proactive maintenance Ensures Service Site Managers are actively managing cross-training of team and schedules accordingly.
Works with Service Site Managers to ensure that all EHS and LOTO protocols and requirements are strictly adhered to.
Works closely with supply chain on parts stocking/delivery/availability/RMA issues.
Ensures Service Site Managers are actively managing teamwork schedules.
Ensures staff have the proper tools, test equipment and processes to effectively perform their job role.
Works with service admin and service staff to ensure tool and test instrument calibrations are always current.
Mentors field service team, identifies team members’ strengths & weaknesses, identifies development needs and works with Leidos training department as required.
Manage direct report overtime, work schedules and ensures proper contract time charging.
Tracks time utilization of technical staff to ensure staff are properly and effectively utilized.
Approves timecard and expenses for all direct staff
Ensure travel expenses for direct staff meet Leidos T&E approved guidelines and staff are following approved travel booking processes.
Drive Efficiency and process improvement
Build and maintain a culture of “ownership” of locations assigned
Maintain stakeholder relationships at airports, government facilities and commercial customers
Manage contract and department assigned Key Performance Indicators (KPI)
Drive data governance within the direct team for all entries into CRM systems used in the maintaining of customer equipment
Establish clear understanding of the Service CRM workflow requirements as it relates to all field service technicians (FSTs) and set clear expectations for accurate, real-time work order updates.
Works with supply chain on establishing and maintaining the correct on site and SSL stocking level min/max, reorder points.
Qualifications:
Minimum of 3 years Service/Service Management experience
Technical experience centered on electrical and electronic systems and equipment a plus.
Proven ability to manage a staff of field service engineers and supporting staff.
Proven ability to manage customer relationships.
Prior experience in the airport hold baggage or checkpoint security systems field is highly desirable.
Ability to effectively communicate both written and orally in native language and in English.
Excellent verbal, written and interpersonal communication skills are required for effective interface with internal and external customers
Ability to write reports, business correspondence, and to effectively present information and respond to questions from management and customers is essential
Ambitious, transparent, hard-working, result oriented, team player with effective communication and strong leadership skills
Strong background in Security Screening Equipment and Explosive Detections Systems a plus.
Competencies:
Strong ability to manage in a matrix organization, understanding regional needs, and reporting to management
Personal sense of integrity and trust
Effective time management and organizational skills
Takes ownership and drives tasks to completion in a consistent, timely manner.
Excellent verbal and written communication skills
May require travel, up to 25% of the time
Must be proficient with Microsoft Office Suite (Excel, Project, Word) and Adobe Acrobat Pro
Direct Employees
Service, Projects, Contracts, Engineering, Product line, Quality, Supply Chain.
Service Support (Service Admin, RSO, EHS)
Pay Range:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
