To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00093131
Location: MH
Category: Service Management
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance: None
Referral Eligibility: Eligible
Group: Civil

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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.

Covid Guidance for the US

In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC. 

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 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. 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.

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