Smiths Group plc

Account Manager

• Take full ownership of strategic customer relationships across U.S. Federal Government agencies and major commercial clients.
• Drive revenue growth by strengthening existing customer relationships, identifying and capitalizing on new business opportunities, and promoting Smiths Detection’s advanced threat detection technologies and services.
• Collaborate closely with internal cross-functional teams to develop and deliver tailored security solutions that meet the specific needs of clients.
• Ensure the seamless execution of contracts and maintain long-term partnerships, positioning Smiths Detection as a trusted and valued security solutions provider.
• Exceptional ability to establish, nurture, and maintain relationships at all levels.
• Strong understanding of the full sales cycle, with proven success in negotiating and securing contracts.
• Ability to develop short and long-term account strategies that align with overall business objectives and generate growth.
• Consistently meet or exceed revenue targets, with a proactive and resourceful approach to achieving business objectives.
• Identify opportunities to introduce additional products or services.

Key Account Manager

Support Engineer

• Handling complex technical inquiries to support field service regionally and, where applicable, globally
• Coordinating, supporting and executing complex commissioning and service projects for new products and technologies
• Independently handling technical escalations from regional and global service environments
• Systematic and structured documentation of incidents and solutions
• Identifying patterns (e.g., geographical, technological) in relevant inquiries by analyzing documented cases and, in close cooperation with Product Support, developing sustainable, cost-effective solutions
• Planning, designing and implementing the introduction of new tools and methods
• Initiating change requests in collaboration with Service Management and Product Support
• Writing and updating articles in knowledge bases
• Creating schedules and workflows and integrating them into the overall plan if required
• Providing global support to service teams by participating in remote support
• Technical leadership of the installation team
• Ensuring solution documentation using current methodologies and transferring knowledge to local, regional or global service teams

Technical Support Specialist – IT/Network, Security Products, CT Technology

• Traveling Support Technician must be willing to travel extensively, be team-oriented and flexible, actively seek to share information, and assist their peers.
• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Required to travel to locations in need of additional field support, work locations will change with the needs of the business.
• Troubleshoots, services, installs (deploys), and repairs Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment at customer sites.
• Maintains clear and concise business communication, both oral and written.

Traveling Support Technician I

Field Engineer

• Daily travel to locations in and around the Anchorage area, including the airport
• Meet daily service repair needs and drive customer satisfaction
• Install, repair and maintain equipment in the field and provide customer training as required
• Document all inspections, maintenance and repair work and submit paperwork in a timely basis
• Order, install, and return parts and manage repair parts cycle time
• Review logs for open issues and prepare formal reports to customers as necessary
• Participate in Service Sales opportunities and assist with promoting and implementing revenue programs
• Ensure tools and test equipment are properly maintained and calibrated
• Assess product/equipment performance based on field support data and recommend modifications or improvements
• Provide technical support to customers and other service professionals as required
• Participate in site surveys, pilot program service activities, and attend meetings as needed
• Maintain clear and concise business communication, both oral and written
• Establish and maintain relationships with senior FSEs and Product Managers to support customer needs
• Control and minimize costs and comply with company health, safety and environmental policies
• Comply with all applicable U.S. export control and security regulations
• Travel, overtime and work hours other than Monday-Friday may be required

Field Service Technician II

• Identify new business opportunities within key accounts to grow market share and support project bid activities
• Manage pre- and post-order execution, focusing on key account management
• Oversee sales activities and expenses within budget and ensure agreements follow approval processes
• Collaborate with sales, marketing, and engineering to deliver optimal solutions and secure contracts within pricing and margin standards
• Manage key accounts, address service issues, and handle all sales reporting including forecasts, actual results, and variance analysis
• Conduct market and competitor analysis to identify growth opportunities and provide insights to Director of Sales and Marketing
• Upsell and expand revenue with existing clients and report monthly on territory and market conditions
• Travel overnight approximately 20%-25% of the time

Sales Account Manager

Project Manager

• Manage large, complex inter-disciplinary projects for Smiths security equipment products and 3rd party
• Stakeholder management and dissemination of Product Development Life Cycle (PDLC) best practices
• Lead design reviews, delivery planning and execution, governance, status reporting, risk and issues management and budget tracking
• Collaborate with Services, Programs and customers to assemble feasible project plans
• Lead and motivate cross functional project teams in a matrix organization
• Prioritize efforts and allocate resources in resource-constrained environments
• Understand revenue models, P/L, and cost-to completion projections
• Accurately forecast project milestones and revenue
• Create and manage project plans and schedules
• Proactively identify and manage program risks
• Ensure project team members understand their roles and responsibilities
• Establish contingency plans and trigger events for corrective action
• Manage deployment, relocation and decommissions of field service security equipment
• Provide SOW comments and cost estimate input for proposal preparation
• Provide ad‐hoc reporting and analysis to management
• Identify revenue sources and consult with Sr. Management and Directors
• Work with Service Managers and Program Manager to utilize field resources
• Support field service when project activity is limited
• Comply with export control and security regulations

Service Project Manager

• Results-oriented Sales Account Manager responsible for targeting potential accounts to drive market share and revenue growth.
• Cultivates and maintains critical corporate-level relationships with existing customers, securing orders and quotation opportunities through technical presentations, visits, and phone contact.
• Establishes strong professional relationships with key customer personnel across various department.
• Job Responsibilities: Identify new business opportunities within key accounts to grow market share and support project bid activities.
• Manage pre- and post-order execution, focusing on key account management to strengthen relationships and drive market share across the JC product range.
• Oversee sales activities and expenses within budget, ensuring all agreements follow the approval process for both the customer and John Crane.
• Collaborate with sales, marketing, and engineering departments to deliver optimal solutions and secure contracts within budgeted pricing and margin standards.
• Manage key accounts, addressing service issues and handling all sales reporting, including forecasts, actual results, and variance analysis to mitigate negative variances.
• Conduct market and competitor analysis to identify growth opportunities and provide insights to the Director of Sales and Marketing while upselling and expanding revenue with existing clients.

• Troubleshoots, services, installs (deploys) and repairs Trace, X-Ray, CT X-Ray and Cargo Inspection equipment at customer sites.
• Maintains field service log and filing system to properly initiate, organize and maintain all field service and job files until work is completed.
• Demonstrates initiative and dedication through positive use of downtime and an overall willingness and eagerness to consistently exceed customer and company requirements.
• Conducts follow up calls with the customer to ensure satisfaction of work.
• Responsible for meeting daily service repair needs and driving customer satisfaction.
• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.
• Installs, repairs and maintains equipment in the field; provides customer training as required.
• Must be able to respond to emergency and non-scheduled calls for service within established response time goals.
• Completes all scheduled maintenance within required deadlines.
• Documents all inspections, maintenance, repair work and submits paperwork in a timely basis.
• Order, install, and return parts and manages repair parts cycle time.
• Maintains an accurate inventory of parts and tools.
• Maintains currency on all technical certifications.
• Reviews all logs for open issues and prepares formal reports to customers as necessary.
• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.
• Looks to senior level FSTs for knowledge growth and support when needed.
• Ensures that tools and test equipment are properly maintained and calibrated.
• Assesses product/equipment performance based on field support data; recommends modifications or improvements.
• Seeks to provide technical support to customers and other service professionals as required.
• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
• Possesses a solid level of technical knowledge on the company’s Trace and X-Ray technologies.
• Maintains clear and concise business communication proficiency, both oral and written.
• Establishes and maintains a close relationship with senior level FST’s and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
• Exercises every available measure to control and minimize costs while maximizing revenue.
• Must submit expenses, time cards and other administrative tasks within the specified timelines.
• Travel, overtime and work hours other than Monday-Friday may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Other duties as required.

Key Account Manager

Technical Support Specialist – IT/Network, Security Products, CT Technology

Traveling Support Technician I

Field Service Technician II

Sales Account Manager

Service Project Manager

Sales Account Manager

Field Service Technician II, Cargo