Job Description

:

Manages field service teams to consistently meet or exceed contract SLA's, performance metrics & department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, part RMA, etc.).

Works with Service Operation Director-India to establish program goals and objectives

Working with the Director of Service Operations-India, develop and maintain staffing plan for area

Works closely with Technical Support team to drive reliability improvements across identified products in region.

Responsible for driving customer satisfaction within the territory. Works closely with other Leidos functional organizations to assist in providing robust customer solutions, while providing integral feedback of customer service requirements.

Provides leadership on and manages complex projects involving multiple technical and administrative disciplines.

Works closely with PMO on managing new project installations and commissioning.

Drives increases in incremental revenue and identifies cost containment opportunities within the Area.

Provides necessary feedback and input for tenders/bids/proposals to Service Program management.

Develops and manages critical account escalation procedures in collaboration with applicable service program manager and Director of Service Operations-India

Works closely with Service Site Manager to monitor and manage training and development of technical staff.

Work closely with Service Admin to delegate service-related admin tasks as required.

Works closely with Service Site Managers to drive service reliability improvements of equipment through proper preventive maintenance, corrective maintenance and proactive maintenance Ensures Service Site Managers are actively managing cross-training of team and schedules accordingly.

Works with Service Site Managers to ensure that all EHS and LOTO protocols and requirements are strictly adhered to.

Works closely with supply chain on parts stocking/delivery/availability/RMA issues.

Works with supply chain on establishing and maintaining the correct on site and SSL stocking level min/max, reorder points.

Ensures Service Site Managers are actively managing teamwork schedules.

Ensures staff have the proper tools, test equipment and processes to effectively perform their job role.

Works with service admin and service staff to ensure tool and test instrument calibrations are always current.

Mentors field service team, identifies team members' strengths & weaknesses, identifies development needs and works with Leidos training department as required.

Manage direct report overtime, work schedules and ensures proper contract time charging.

Tracks time utilization of technical staff to ensure staff are properly and effectively utilized.

Approves timecard and expenses for all direct staff

Ensure travel expenses for direct staff meet Leidos T&E approved guidelines and staff are following approved travel booking processes.

Identifies areas in need of process improvement and works with relevant team members to facilitate necessary change.

Build and maintain a culture of "ownership" amongst service staff.

Maintain stakeholder relationships at airports, government facilities and commercial customers

Manage contract and department assigned Key Performance Indicators (KPI)

Drive data governance within the direct team for all entries into Leidos CRM systems used in the maintenance of customer equipment

Establish clear understanding of the Service CRM data entry and use requirements for field service staff. Set clear expectations for accurate, real-time work order updates and ensure service staff are militant about proving accurate data entry and follow real time usage requirements.

Qualifications:

Minimum of 3 years Service/Service Management experience

Technical experience centered on electrical and electronic systems and equipment a plus.

Proven ability to manage a staff of field service engineers and supporting staff.

Proven ability to manage customer relationships.

Prior experience in the airport hold baggage or checkpoint security systems field is highly desirable.

Ability to effectively communicate both written and orally in native language and in English.

Excellent verbal, written and interpersonal communication skills are required for effective interface with internal and external customers

Ability to write reports, business correspondence, and to effectively present information and respond to questions from management and customers is essential

Ambitious, transparent, hard-working, result oriented, team player with effective communication and strong leadership skills

Strong background in Security Screening Equipment and Explosive Detections Systems a plus.

Competencies:

Strong ability to manage in a matrix organization, understanding regional needs, and reporting to management

Personal sense of integrity and trust

Effective time management and organizational skills

Takes ownership and drives tasks to completion in a consistent, timely manner.

Excellent verbal and written communication skills

May require travel, up to 25% of the time

Must be proficient with Microsoft Office Suite (Excel, Project, Word) and Adobe Acrobat Pro

DEPARTMENT HAND OFFS & DEPENDENCIES

Direct Employees

Service, Projects, Contracts, Engineering, Product line, Quality, Supply Chain.

Service Support (Service Admin, RSO, EHS)

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.