The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos’ comprehensive suite of fully-integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers. Travel to various customer sites domestically and internationally as required.

SES is comprised of three divisions to align with our customers’ missions and needs:

• Aviation Solutions

• Ports & Borders

• Global Services

Position Summary:
The Field Service Area Manager is a role within the Leidos SES Services team with a focus on Customer Experience and delivering “best in class” service. This role leads the service activities of the field service teams to execute the vision and direction of the service organization. The Area includes a specific portion of a country, and may include several states and/or territories.

Primary Responsibilities:  

• Coordinates various service activities e.g. new installations, repairs, and preventative maintenance; manages work schedules to ensure appropriate support is maintained as required. 

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

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

• Develops and manages critical account escalation procedures in collaboration with applicable service program manager(s). 

• Monitors and manages training and development of technical staff.  Mentors field service team, identifies team members’ strengths & weaknesses, visualizes development needs.

• Leidos training department as required.  Actively manages cross-training of team and schedules accordingly.

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

• Drive Efficiency and process improvement

• Build and maintain a culture of “ownership” of locations assigned

• Maintain stakeholder relationships at airports, government facilities and commercial customers

• Manage internally assigned department / Area Key Performance Indicators (KPI)

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

• Establish clear understanding of the workflow requirements for all field service technicians (FSTs) and to set clear expectations for accurate, real-time work order updates for TSA equipment.

• Working with the Service Operations Manager, develop and maintain staffing plan for area

• Improve reliability of equipment through proper preventive maintenance and proactive maintenance

• Works with regional “Safety Lead” to ensure that all safety protocols are adhered to.

The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff.  The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.

POSITION REQUIREMENTS:

• 4 – 8 years of prior relevant experience in a Field Service organization. Bachelor’s Degree preferred.

• Computer literacy, competency in use of all programs within MS Office Suite (particularly Microsoft Excel) and aptitude for learning specialized software programs.

• A strong orientation for customer focus and teamwork.

• Timely submission of required documentation is essential.

• Must be responsive to all customer issues during non-standard work hours such as evenings, weekends, and holidays.  Must be willing and able to travel at short notice

• Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required.

• Must be able to pass and maintain an in-depth background check (TSA vetting)

Original Posting Date:

2024-08-01

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $78,000.00 - $141,000.00

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.