Primary Interface to Technical Support
Escalation path from Field Service
First level response to CBP customer within 1 hour per contractual SLA, providing basic technical support via phone or email
Provides assistance to Field Service technicians via phone support when needed
This will include part number look up and troubleshooting
Supports products in the Americas (North, Central and South America along with the Caribbean)
Support Field Service Teams to help achieve SLA Requirements
Help drive continuous improvements to optimize system performance
Responsible for Critical Part reviews and approvals for spare part orders from Field Service.
Proactively provide inputs to Product Support Senior Technical Support members for Documentation Updates and Equipment improvements.
Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data.
Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis.
Document asset configuration specifics in CRM based on the latest changes and obsolescence reports
Work with CBP to ensure all site drawings and ancillary equipment documentation are up to date
Maintains clear and concise business communication proficiency, both oral and written.
Travel, overtime and work hours other than Monday-Friday are required.
Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays.
Work well with peers from various backgrounds to build effective work relationships.
May travel to site to assist customer and/or field service with technical issues up to 25% of the time
May provide Operator and Technical Training to internal and external customers as required.

Requirements

Current U.S. Citizen with valid U.S. Passport in hand by hire date.
AS degree or graduate of technical school or military training in electronics field or equivalent experience
4+ years’ experience in field service environments
Must pass criminal background check, drug test and extensive credit check.
Physically able to get in narrow spaces, climb ladders / stairs, and carry 50+ lbs. without assistance.
Must have a valid U.S. Driver’s License with Real ID.
Excellent customer service skills required.
Computer networking knowledge.
Employment dependent on TSA eQIP Clearance and able to maintain this clearance while employed at Leidos.
Working knowledge of Trace ETD technology
Working knowledge of X-ray and/or CT technologies

Benefits

Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingdiagnostic techniquescomputer networkingTrace ETD technologyX-ray technologyCT technologyCRM documentationpart number lookupspare part order management

Soft Skills

customer servicebusiness communicationteam collaborationrelationship buildingcontinuous improvementproblem-solvingadaptabilityattention to detailtime managementtraining and mentoring

Certifications

AS degree in electronicsmilitary training in electronicsTSA eQIP Clearancevalid U.S. Passportvalid U.S. Driver’s License with Real ID