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L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris Technologies is the Trusted Disruptor in the defense industry. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

In Service Account Manager, Sr. Specialist (L4)

Reference #25572 

Waterdown, ON

About the Role

The In-Service Account Manager works hand-in-hand with Business Development and Program Management to maintain regular contact with the Customer and other members of the “Customer Account Team” to ensure the customers’ concerns are continually addressed by the organization along with the provision of outstanding services. The In-Service Account Manager acts as the single Point of Contact and authority for all In-Service related areas of concern for the customer and works as a key member of the Customer Account Team.

Key responsibilities for assigned customers include:

• ·Management of all ongoing in-service-related activities
• ·Monitoring and ensuring customer satisfaction
• ·Management of customer in-service contracts and programs including finances
• ·Ensuring appropriate export permitting is in place for warranty and post warranty activities

Primary Responsibilities 

·Works with Business Development to provide strategic direction to the management of each Customer account and understand forecast service items 

·Provides support for issues and works with the functional groups to strategize solutions for issue resolution while maintaining a global overview of the entire Customer Service experience

·Act as the primary Account Manager for all In Service Activity and work with coordinator teams

·Lead the activities of internal cross-functional project teams throughout all phases of the project  life cycle

·Create Program Kickoff and hold internal meeting to inform internal stakeholders of program requirements

·Utilize fundamental Project Management practices to plan, execute, and monitor customer accounts including the completion of contract deliverables

·Responsible to report revenue recognition to plan and contact customers regarding invoice payments

·Contact customers regularly to stay informed of developments and anticipate potential issues

·Facilitate communication between the customer and WESCAM and work across WESCAM to ensure customer satisfaction drivers are in place and running efficiently to ensure their current and future demands are met

·Using service knowledge, work with the customer to determine and assist in the development and sales of overall maintenance concepts for the customer

·Participate as required in tradeshows, user groups, customer technical conferences and other sales and technical events in support of customer account

·Ability to travel both domestically and internationally with short notice

Required Capabilities 

·Demonstrate ability to work in a fast-paced service-oriented environment

·Experience dealing with international clients

·Understanding of the strategic business planning process

·Proven experience in providing complete and innovative solutions to customers

·Excellent interpersonal and communication skills

·Strong project management skills

·Knowledge of contract terms and conditions and sub-contract management

·Strong presentation skills

·Excellent organizational and time management skills

·Strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of customer issues

·Able to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution skills

·Understanding of Aerospace / Military maintenance planning concepts is an asset

Desired Education and Experiences 

·Requires strong knowledge of job area.

·Typically viewed as having a specialty within discipline.

·May have broad knowledge of project management.

·Bachelor’s Degree and minimum 6 years of prior relevant experience.

oGraduate Degree and a minimum of 4 years of prior related experience.

oIn lieu of a degree, minimum of 10 years of prior related experience.

At L3Harris, we foster an inclusive and equitable workplace. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. For applicants with disabilities, we will provide you with accommodation so that you have what you need in order to be at your best.

L3Harris performs background checks prior to employment as all applicants must be eligible for registration with the Controlled Goods Program and obtain and maintain a positive security assessment. Some positions may require a government of Canada “Reliability” status and/or Level 2 (Secret) security clearance. In addition, L3Harris performs pre-employment substance abuse testing where required.