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-00084921
Location: Dublin, IE
Category: Field Operations
Schedule (FT/PT): Full Time
Travel Required: Yes, 25% of the time
Shift: Day
Potential for Telework: No
Clearance: Other Clearance
Referral Eligibility: Ineligible
Group: Civil

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Description

Job Description:

SUMMARY: Under general direction, responsible for the first line management of customer service site engineers, supporting DAA & rest of Ireland, who provide service, support, and repair of company products to customers in site activities, ensuring company goals are met and policies and procedures adhered to.   Supports UK & Ireland Service Operations Manager by assisting in developing, maintaining and improving current customer relationships and other strategic opportunities to acquire new fee-generating opportunities while preserving and increasing the revenue from current accounts by ensuring unparalleled client satisfaction through the delivery and maintenance of best-in-class security and detection products and related professional services. Provides guidance, coordination, and direction to department employees and checks work for quality and proficiency.  The duties and responsibilities may change from time to time with notice and include but are not limited to the duties described below. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Directs and coordinates activities of site service engineers engaged in the installation, repair, and servicing of company equipment in supporting DAA & rest of Ireland sites.  Sets priorities and monitors progress according to established field requirements.

  • Studies schedules and estimates time, cost, and labour for completion of job assignments.  Manages employees in the servicing and repairing of equipment.

  • Cultivates, improves, and sustains relationships with customers and ensures customer satisfaction by following-up with customers and field engineers through service completion.

  • Attends quarterly meetings with DAA and presents the quarterly report.

  • Implements and attends regular service review meetings with the customer, representing Leidos interests and identifies areas for improvement in working relationship.

  • Ensures correct accounting of all spares, owns and establishes local processes to drive effective inventory management.

  • Mentors the Apprentice & ensures that employees are trained, instructed, and oriented in proper procedures, operations, and methods.

  • Holds fortnightly conference calls to ensure Team are engaged & fully informed 

  • Delivers 2 x team training meetings per year

  • Analyses and communicates client satisfaction reports; makes liaison with multiple internal and external teams including vendor representatives to ensure client satisfaction and executive fee-generating services; provides direction in the development and implementation of product line training to both internal and external clients; keeps management apprised of all progress, results, and issues.

  • Provides technical and functional leadership and guidance as required.  Advises on and ensures the proper level of training for engineers and customers in the installation, use and service of company equipment.

  • Advises management regarding customer satisfaction, product performance, and suggestions for product improvements.  Coordinates customer service function with other departments.

  • Trains and Mentors staff, evaluates employee performance; recommends promotions, transfers, and/or disciplinary action.

  • Develops and implements methods and procedures for monitoring work activities in order to inform management of current status or work tasks. 

  • Captures asset performance data and works directly with Quality & Engineering departments to drive HW/SW product improvements.

  • Coordinates and provides support to DAA & rest of Ireland by installing, calibrating, maintaining, testing, troubleshooting and repairing of x-ray and CT based security systems of a highly complex nature.

  • Prepares and conducts formal and informal training courses for customer personnel in the operation and maintenance of systems and equipment.  Provides on-site technical and operator training.

  • Works with customer via phone or in person to identify operations/technical problems. Responds to customer complaints and questions until resolved, escalating as required.

  • Escalation point for the Team & customer providing expert support in the diagnoses of system & interface problems. Must be prepared to deploy to site in support of any complex technical escalations, this may include OOH & weekends.

  • Acquaints customer personnel with the full capabilities of the equipment and/or systems for the immediate operational requirements.  Advises customer of all equipment changes and authorised modifications.

  • Performs interim Performance Reviews of directly reporting team members

QUALIFICATION REQUIREMENTS

EDUCATION and/or EXPERIENCE:

Associate’s degree in electronics or graduate of technical school in electronic engineering technology or equivalent experience preferred.  Minimum of three (3)years in responsible positions working in customer service/repair environment.  Previous airport maintenance experience a plus as well as experience in strategic account management with an emphasis on customer relationship management, client satisfaction initiatives, and professional services business development. Knowledge of complex mechanical systems, familiarity with test equipment and experience with High Voltage and X-ray producing equipment required.

OTHER SKILLS AND ABILITIES:

  • Must possess excellent customer interface, presentation, and communication skills with the ability to exchange information with others clearly and concisely. 
  • Must be computer literate and have knowledge of Microsoft Office applications.  Knowledge of MRP and CRM systems desirable. 
  • A strong working knowledge of complex digital and analogue circuitry along with understanding of RF/MW theory is required.
  • Must be able to manage employees and direct people in their daily field service work activities.
  • Position requires a creative problem solver with strong technical detail orientation. 
  • May be required from time to time to lift heavy weights.

Pay Range:

Pay Range - -

Covid Guidance

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 43,000 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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