Service Supervisor

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

  
  

Summary

The Service Supervisor 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 and supervising the 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.

Summary

The Service Supervisor is responsible for the first line supervision of customer service site engineers, supporting BAH and other service obligations in Bahrain, 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 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 FSEs 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 BAH.  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.

  
  

• Under Manager’s direction, 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.

  
  

• Supervise Troubleshoots and diagnoses system/equipment interface problems during installations.

  
  

• 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 Service Area 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.

  
  

• Must be willing to work on-call as assigned and requested by manager.

  
  

• Maintain professional appearance as prescribed by the Company.

  
  

• 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.

  
  

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.