Job Title: Client Services Manager

Job Code: 17061

Job Location: Remote Opportunity

Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description:

Client Service Manager (CSM) will support field service operations for our Government and Public Safety customers in the Northeast Region through customer service and support activities.  This customer-facing role will report to the Northeast Regional Service Manager.

The CSM will hold ranging responsibilities include but not limited to; oversight of installation, contract negotiation and warranty support, preventive maintenance, corrective maintenance, and oversight of infrastructure equipment. 

Essential Functions:

• Employ their basic understanding of project management, system engineering, and customer facing skills
• Deliver quality service level agreement (SLA) compliance and create key performance indicator (KPI) support statistics
• Attain financial objectives
• Supervise employee’s day – to – day operations and schedule their work in conjunction with Regional Manager projects
• Manage subcontractors to ensure obligations and high standards of workmanship are met
• Manage existing two-way radio maintenance contracts in accordance with signed agreements
• Interface with the customers staff to resolve issues and propose problem solutions
• Work with L3Harris Authorized Service Centers and Network Solution Providers
• Develop quotes in response to Request for Information (RFI) or Requests for Proposal (RFP) as required
• Review and approve vendor invoices
• Oversee contract negotiation and approve customer invoicing
• On-call in a managerial role to provide support and problem escalation role between vendors, field technicians, customers and L3Harris factory/engineering organizations
• Must be able to transport 50 lbs and travel across unpaved road

Qualifications:

• Bachelor's Degree and 2 years prior experience, 2 year post-secondary/AA Degree and 6 years prior experience. In lieu of a degree, minimum of 6 years of prior related experience.

Preferred Additional Skills:

• Experience in a field service delivery organization,  PSAP, emergency management, or team lead.

• Experience managing Land Mobile Radio (LMR) radio communication technicians and daily operations, along with negotiating maintenance contracts and renewals.
• Proven leadership in land mobile radio systems, mobile data, microwave networks, TCP/IP-based networks, fiber optic networks, VoIP, VPN, or 911 systems.
• Knowledge of telecommunication systems including T1, Microwave, and IP Networks
• Must be able to multi-task and effectively prioritize activities & assignments
• Must be customer centric and inherently understand customer service and customer satisfaction
• Good communication skills both verbal and written 
• Computer skills must include being proficient with the Microsoft Office suite of programs
• Must be able to supervise technical and non-technical staff. 
• Must have a valid driver’s license.
• Experience with support infrastructure related to communications systems including but not limited to:  Tower Construction, Antenna Systems Installation and Testing, Shelter Construction and Installation (HVAC, Electrical, UPS and DC Power Systems), Generators, Transfer Switches and Fuel systems, Alarm sensors and interfacing to the communications system for SCADA remote monitoring. Grounding systems – installation, testing and configurations, Lightning Protection systems

#LI-Remote

In compliance with pay transparency requirements, the salary range for this role in Colorado, Hawaii, Illinois, Washington State and New York State is $58,500 - $108,500. For California, Seattle and New York City, the salary range for this role is $67,500 - $125,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.