Team Lead – Red sea, KSA (Umluj)

Job Description

Team leader to manage our field service operations and engineers within the western region of Saudi Arabia (Red sea) and provide effective guidance. You will be responsible for supervising, managing and motivating team members daily. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals set by Smiths Detection management.

Duties & Responsibilities

• Manage the Team and all internal and external stakeholders, work closely with Regional Service Manager, Service Admins, Planning Team and other internal functions hand in hand to achieve the common service departmental objectives.
• Schedule all activities by finding right resources to accomplish day to day service activities like Installation, corrective & preventive maintenance, Site inspection, Sales demo support, Training, 24/7 Shift coverage, regional service support, Trace workshop support etc.
• Check, monitor and drive the team for on time entry in SMAX, service order creation and closing the work orders, Dynamic risk assessments preparation, near miss reporting and HSE compliance, Submission of personal dose reading, Service report submission, Expense statement submission etc. as per departmental compliance.
• Verify the time entry of the team members on Sales Force platform “SMAX” for normal and overtime hours, approve in SMAX/SAP every week and at the financial cut off as per directive from finance department.
• Verify and approve the expense statement of the team members in SAP Concur within the cut-off date provided by Finance department.
• Assumes ownership for achieving defined customer performance metrics.
• Actively seek obstacles to service operation and suggest and implement solutions to improve operational efficiency.
• Take ownership of mentoring, motivating, and developing the team members.
• Conduct performance evaluation of the team and provide necessary guidance for improvements and provide personal development plans.
• Provide technical assistance to the team and be part of their day to day activities on the field.
• Be the warrant of the LSW system, SMAX KPI monitoring and Aquant implementation.
• Provide guidance with regard to cross-training activities, defining the number of resources needed to accomplish any given field support objective.
• Communicate internally and externally as necessary to ensure timely and consistent progress of completion of tasks required to advance the service operation and compliance of KPIs.
• Broadcast widely, in writing and verbally, key information that affects the direction or scope of the service KPIs.
• Prepare and publish reports monthly to gauge service performance and contract compliance.
• Support staff and sales personnel with site visits as necessary. Extensive travel and overtime work may be required.
• Comply with and ensure department compliance with Company health, safety and environmental policies as an individual and team.
• Auditing the engineers’ tools and calibration data of tools used in the field to perform service activities.
• Monitor and align the team’s performance for departmental compliance during day to day activities.
• Auditing preventive and corrective maintenance in the filed ensuring the quality of service provided to customers.
• Flexible to work on shift duties covering 24/7 at the customer sites.
• Respond to emergency support request as and when necessary.
• Other duties as required.

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

The Individual

• Bachelor of Engineering Degree in electrical/electronic/communication/computer or Mechanical and/or 10 years of related experience is required.
• Equivalence achieved through comparative work and life experience is acceptable. Computer literacy, competency in use MS Office Word, Excel, Power Point and aptitude for learning specialized software programs.
• A minimum of 10 years technical field service experience, providing solutions to customers for complex technical problems, Experience in managing and working with the team proven with leadership quality.
• Extensive product knowledge in Smiths Detection product portfolio, XCT/Servers Products ranges, and/or Computed Tomography (CT) modalities.
• Must possess a strong orientation for customer focus and teamwork. Good leadership and technical skills. Requires excellent written and oral communication skills. Good knowledge in SMAX/SAP for service modules is added advantage.
• Lead service KPIs as required; define disciplines needed, assemble teams, and supervise the work of others to ensure objectives are achieved.

CORE COMPETENCIES:

• Oversee Field service Operations ensuring adequate staffing exists to cover the quantity and variety of products deployed to meet the KPIs.
• Develop staff to improve capability through cross training exercises and formal instruction.
• Able to understand the commercial implications of the service operation and drive the team to achieve on time delivery of service and support on revenue recognition.
• Work successfully with all stakeholders to achieve the service objectives.
• Create and monitor performance metrics to ensure objectives are achieved or to identify weaknesses to address.
• Ability to take timely decision at complex situations and align team to achieve the results.
• Ability to work closely with team and support for any changing requirements as well as continues improvement.

REQUIREMENTS:

• Strong leadership and technical skills demonstrated ability to manage multiple tasks concurrently and within established timeframes.
• Fluent in English, written and oral. Arabic is an advantage.
• Consistent and flexible personality.
• Ability to think logically use analytical skills and apply practically.
• Self-motivated, reliable, and accountable individual who assumes task ownership.
• Mental and physical fitness to adapt various environment and carry the tasks successfully on the field.

WORK ENVIRONMENT: Work environment is typically considered field environment located on-site, within KSA during normal business hours or 24/7 extended shift hours. Work environment may also include employee’s residence, customer site or other location as required.