Customer Service Engineer
Posted on: November 26, 2022
Customer/Field Service Engineer - Dublin
The Security Enterprise Solutions (SES) Operation is the
cornerstone of Leidos' comprehensive suite of fully-integrated
security solutions for aviation, ports, borders, and critical
infrastructure customers around the world. With our new, combined
portfolio, our operation has more than 24,000 products deployed
across 120 countries. Leveraging this portfolio, our core technical
strengths, and robust R&D initiatives, we are positioned to
address emerging and evolving threats through rapid development of
innovative solutions for our global customers.
SES is comprised of three divisions to align with our customers'
missions and needs:
Ports & Borders
The Customer Service Engineer must be a self-starter who is team
oriented and focused on delivering the highest level of service
excellence to Leidos customers. Responsible for providing
effective, efficient and compliant on-site technical and customer
support for installed systems at assigned airports, as determined
by Leidos needs. Will install, commission, diagnose, troubleshoot,
repair and test a variety of complex X-ray or CT based electronic
and electromechanical equipment, which may include computer and
networking systems. Many of the systems are integrated into a
larger airport systems environment including complex baggage
System types include the following but not limited to:
Check point CT systems
Checkpoint x-ray systems
Explosive Detection Systems (EDS)
Automatic tray return systems (ATRS)
Explosive trace detection systems (ETD)
Millimeter wave technology passenger screening (MMW).
Will follow standard protocol, procedures and identified best
practices to isolate and resolve problems in malfunctioning
equipment or software. The FST position requires the ability to
work independently with limited supervision. The FST may be
required to work and travel to other airport locations and Leidos
customer sites for extended periods.
Responsible for providing technical and customer support for
installed systems and related projects.
Install, maintain, troubleshoot/diagnose, repair and test a wide
variety of airport passenger and baggage security systems.
Perform scheduled and unscheduled Corrective Maintenance,
Preventive Maintenance and radiation surveys.
Maintain calibration on all test and radiation survey
Provide customer training assistance of installed systems and
Adhere to Leidos published maintenance and radiation survey
checklists and procedures.
Report design, reliability and system bugs to technical
Report designated Quality issues (CAR) using Leidos Quality
Follow down machine escalation protocol to ensure time resolution
of system failures.
Prepare RMA repairable/returnable parts for shipment and return to
identified defective location. Complete all RMA paperwork and
Exercise judgment within broadly defined policies and procedures in
selecting methods, techniques, and evaluation criterion for
Assume responsibility for continued customer satisfaction, and
coordinate all activities with the customer; assist with customer
training while representing Leidos in a professional manner.
Must be highly proficient in reporting activities, maintaining
local spare parts inventory, recording travel expenses and
timecard, implementing Tech Bulletins (TB's) and using good
judgment when dealing with customers.
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
Apply Lock Out - Tag Out (LOTO), following safe lifting practices
and same day reporting of any accidents, near misses and unsafe
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.
Participate in on-going product training and maintain all necessary
Provides daily written reporting on completed maintenance
activities, used parts and consumables, machine faults, down times,
Responds to faults timely as per contracted response, repair times
and endeavors best efforts to keep KPIs, and SLAs of the
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
Identifies the Root Cause of repetitive parts failures and
investigates for corrective actions to minimize parts
Perform other tasks, duties and assignments as required.
A degree in electronics technology, mechanical or electrical
engineering, equivalent military training or certified aircraft
At least 3 years prior relevant field service experience,
preferably in an integrated systems technologies environment.
Prior experience in X-ray or computed tomography technologies,
especially in the airport security environment, is a significant
Experience maintaining and supporting large, complex,
Computer experience is required. Linux and Unix is preferable.
Must be proficient in the use of test equipment (DVM and
oscilloscope) and experience with High Voltage and X-ray producing
Must have good customer skills and the ability to work under
Must be self-starter, work well without supervision, and accept
Must be adaptable and willing to accept changing shifts and job
requirements determined by business and customer needs.
Must be willing to work on-call and off-shift as assigned and
requested by manager or supervisor.
Maintain professional appearance as prescribed by the Company.
Must be able to travel both domestic and international
Must work well without supervision and accept responsibility for
timely completion of assigned work.
The candidate must be able to lift/carry a minimum of 25 kgs.
The candidate must be able to push/pull 90kgs.bs
Must be able to work and freely navigate in the baggage area of the
airport, where vertical ladders, crossovers, and low overhead
ceilings frequently occur
Must be able to work safely in environments where high temperature,
humidity, noise and industrial equipment risks are present.
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a
team and INSPIRED to make a difference. We offer meaningful and
engaging careers, a collaborative culture, and support for your
career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and
retains only the best in talent. Our reward scheme includes:
--- Contributory Pension Scheme
--- Private Medical Insurance
--- 33 days Annual Leave (including public and privilege
--- Access to Flexible benefits (including life assurance, health
schemes, gym memberships, annual buy and sell holidays and a cycle
to work scheme)
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
Keywords: Leidos, Dublin , Customer Service Engineer, Other , Dublin, California
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