Description
Summary
Under general direction, responsible for the first line supervision of field service site engineers or technicians, supporting Abu Dhabi Airport and other service obligations in Abu Dhabi, by supervising service, support, and repair activities of company products to customers in site activities, ensuring company goals are met and policies and procedures adhered to. Supports Ares Service 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 without notice and include but are not limited to the duties described below.
Will insure field service engineers and technicians follow standard protocol, procedures and identified best practices to isolate and resolve problems in malfunctioning equipment or software. The Service supervisor position requires the ability to work independently with limited supervision.
Primary Responsibilities:
- Directs and coordinates activities of site service engineers engaged in the installation, repair, and servicing of company equipment in supporting Abu Dhabi Airport. Sets priorities and monitors progress according to established field requirements.
- Studies schedules and estimates time, cost, and labor for completion of job assignments. Supervises 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.
- 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.
- Ensures that employees are trained, instructed, and oriented in proper procedures, operations, and methods.
- Assists in analyzing and communicating 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 activities. Recommends measures to improve methods, performance and quality; suggests changes to increase efficiency.
- Prepares, conducts and coordinate 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 person to identify operations/technical problems. Responds to customer complaints and questions until resolved, escalating as required.
- 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 authorized modifications.
- Performs interim Performance Reviews of directly reporting team members.
- Comply with all safety requirements and all required training, following the guidance provided in Leidos policies, procedures, manuals, and TB’s.
- Comply with use of Personal Protective Equipment (PPE) where and when applicable.
- Apply Lock Out – Tag Out (LOTO), following safe lifting practices and same day reporting of any accidents, near misses and unsafe conditions.
- Demonstrates a pro-active approach towards safety, health, and quality in compliance with all customer facility and Leidos company guidelines and regulations.
- Maintain tools and test equipment properly.
- Provides daily, weekly, and monthly reporting on completed maintenance activities, used parts and consumables, machine faults, down times, and availability
- Ensures response to faults timely as per contracted response, repair times and endeavors best efforts to keep KPIs, and SLAs of the contract
- Keeps track of used parts as per procedures provides by Service Supervisor, returns the parts with RMA process
- Reports performance and availability of the machines as advised by Area Service Manager.
Position Requirements:
- A degree in electronics technology, mechanical or electrical engineering, equivalent military training or certified aircraft maintenance background.
- Must possess excellent customer interface, presentation, and communication skills with the ability to exchange information with others clearly and concisely.
- At least 3 years prior relevant field supervision experience, preferably in an integrated systems technologies environment.
- Must be able to supervise employees and direct people in their daily field service work activities.
- Position requires a creative problem solver with strong technical detail orientation
- Prior experience in x-ray or computed tomography technologies, especially in the airport security environment, is a significant plus.
- Experience maintaining and supporting large, complex, electromechanical systems.
- Must be self-starter, work well without supervision, and accept responsibility.
- Must be adaptable and willing to accept changing job requirements determined by business and customer needs.
- Maintain professional appearance as prescribed by the Company.
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Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”
Original Posting:
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
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 an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. 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 at www.leidos.com/careers/pay-benefits.
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 LeidosCareersFraud@leidos.com.
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 Non-Discrimination
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.
