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Customer Service Engineer

Company: Leidos
Location: Dublin
Posted on: November 26, 2022

Job Description:


Job Description:

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:

Aviation Solutions

Ports & Borders

Global Services


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 handling systems.

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.

Primary Responsibilities:

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 equipment.

Provide customer training assistance of installed systems and equipment.

Adhere to Leidos published maintenance and radiation survey checklists and procedures.

Report design, reliability and system bugs to technical support.

Report designated Quality issues (CAR) using Leidos Quality system

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 reporting requirements.

Exercise judgment within broadly defined policies and procedures in selecting methods, techniques, and evaluation criterion for obtaining results.

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 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.

Participate in on-going product training and maintain all necessary certifications.

Provides daily written reporting on completed maintenance activities, used parts and consumables, machine faults, down times, and availability

Responds 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 Service Supervisor

Identifies the Root Cause of repetitive parts failures and investigates for corrective actions to minimize parts consumption

Perform other tasks, duties and assignments as required.

Position Requirements:

A degree in electronics technology, mechanical or electrical engineering, equivalent military training or certified aircraft maintenance background.

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 plus.

Experience maintaining and supporting large, complex, electromechanical systems.

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 equipment preferred.

Must have good customer skills and the ability to work under pressure.

Must be self-starter, work well without supervision, and accept responsibility.

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 locations.

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 holidays)

--- Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

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.%6696%

Keywords: Leidos, Dublin , Customer Service Engineer, Other , Dublin, California

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