Description
The Product Specialist’s primary focus is to drive and maximize fielded system performance using the MTBF as the primary KPI. The Product Specialist will work closely with internal stakeholders to identify and resolve failures and other contributing factors that negatively impact MTBF using a data-driven quality strategy such as DMAIC. The Product Specialist will act as a conduit from Tech Support on problematic and difficult field issues that require engineering and or Product Line initiatives and actions.
Role and responsibilities includes but not limited to the below:
Under the guidance of Line Manager, drive performance improvement of fielded systems by working closely with local teams and internal stakeholders-engineering, quality, tech support, and product line.
Identify contributing factors and causes of poor system performance. Work with engineering and quality to root cause and develop corrective actions.
Work directly with tech Support and local service teams to implement corrective actions and improvement plans.
Apply DMAIC principles and various data sets to identify failures, root cause and develop corrective actions that resolve complex issues resulting in an increase in MTBF and Ao.
Work closely with their manager, Engineering & Quality to help deliver software and hardware upgrades/solutions
Work with other Regional Product Support teams and Field teams (USA/APAC/LATAM) to identify best practices, standardize, document then disseminate to Field Teams.
Provide assistance with Root Cause Analysis in identifying repetitive machine and part failures to maximize MTBF.
Work with Field Teams to optimize preventive maintenance and corrective maintenance repair procedures.
Ability to work on Linux based systems such as computers, 747 servers, blade servers
Ability to enter and navigate the Leidos Quality System, communicate and update with the QA team when required to do so.
Must possess strong communication and presentation skills.
Must be able to effectively communicate with customers and stakeholders.
Must be available to travel on short notice, work non-standard hours, travel on weekends, and assist other field sites as required.
May be required from time to time to lift heavy weights.
Product Support specialist Engineer typically handles complex products and/or problems, and will provide technical guidance to both Tech Support and Field Support teams. Helps develop and maintain relationships and favorable contacts with current and potential clients. Helps ensure unparalleled client satisfaction through the delivery and maintenance of best-in-class security and detection products and related professional services. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above. Training will be provided to enhance the individuals skill set.
Education & Experience:
A degree in electronics technology, mechanical or electrical engineering, equivalent military training or certified aircraft maintenance background.
At least 5 years prior relevant field service experience, preferably in an integrated systems technologies environment.
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
Position Requirements
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. Excellent customer interface, presentation and communication skills, both verbal and written are required. Knowledge of complex digital and analog circuitry is required, Unix and Linux a plus. Knowledge of complex mechanical systems, familiarity with test equipment (DVM and oscilloscope) and experience with High Voltage and X-ray producing equipment preferred. Team player with ability to prioritize and work under pressure in a fast-paced environment with minimal oversight. Ability to perform multiple activities simultaneously and independently.
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.
