L3Harris

Regional In-Service Account Manager, International

L3HARRIS WESCAM Division

Hamilton, Ontario

About L3HARRIS WESCAM

As a subsidiary of L3Harris Technologies and within the Integrated Mission Systems Segment, the WESCAM division develops the most advanced optical sensor and targeting systems for global defense and military sectors, National Security, Search & Rescue and Airborne law enforcement agencies. From long-range covert surveillance missions to search and rescue operations, our MX-series systems, and the mission systems solutions they are a part of, produce stabilized high-magnification electro1-optical and infrared images from airborne, marine and ground based platforms, enabling our customers to see first and act first.

About the Role

The Regional In-Service Program Manager oversees the delivery and execution of customer service activities within an assigned regional team. Directs all phases of service programs from inception through completion. Drives service program execution in order to achieve key business and financial objectives for orders, revenue recognition, operating income, and free cash flow for new, continuing, or current programs. Responsible for the cost, schedule and technical performance of company programs or subsystems of major service programs. Participates in the negotiation of contract and contract changes. Coordinates the preparation of proposals, business plans, performanceStatement of Work (SOW) and specifications, operating budgets and financial terms/conditions of contract. Acts as primary customer contact for service program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance. Establishes support concepts, criteria and sustaining engineering efforts for product support, long term sustainment, and obsolescence. Expands the service offerings with the customer. Establishes milestones and monitors adherence to master plans and schedules, identifies program problems and obtains solutions, such as allocating resources or changing contractual specifications. Directs the work of employees assigned to the program from technical, repair, upgrade and administrative areas. Works closely with the Business Development/Sales organization to develop regional and customer focused service strategies.

Primary Responsibilities

• Development of regional customer support schemes and strategies.
• Manage, Monitor and Ensure Customer Satisfaction / Care
• Design, Monitor and provision of regional / customer performance metrics
• Responsible for the management a regional team delivering on all in-service customer support activities.
• Responsible for meeting customer expectations for post delivery services through an established network of local and of international authorized service centers and field service technicians
• Establishment of appropriate mechanisms to allow for performance monitoring and establishment of baselines for measurement of continuous improvement activities
• Maintain strong customer relations and improve customer satisfaction by ensuring high operational availability and associated service levels for customers is maintained along with the timely management and execution of other customer service contract requirements.
• Actively manage customer service activity to ensure that company revenue plans and cost goals are achieved.
• Support Bids and Proposals in the identification and preparation of proposal submissions.
• Work with Customer Service Team management on functional and regional strategies and solutions.
• Provide regional view to management on in-service activities.
• Work with sales organization and the program management office to develop strategic direction for region.
• Monitor and evaluate regional sales and service activity including major programs and their impact on the regional in-service support infrastructure.
• Provides support for regional issues, and work with the functional groups to strategize solutions for resolution.
• Work across organization to ensure Customer satisfaction drivers are in place and running efficiently.
• Design, develop, and maintain regional in service processes, training, procedures, and flows
• Participate as required in tradeshows, user groups, Customer technical conferences and other sales and technical events in support of region / customer
• Ability to travel both domestically and internationally with short notice

Required Capabilities

• Ability to lead and direct experienced professionals
• Management and leadership knowledge in job area and comprehensive knowledge within professional discipline.
• Excellent negotiation and customer service skills.
• Familiarity with the execution and risks of Performance based service delivery concepts such as “Power by the Hour” and high Availability Mechanisms
• Ability to develop proposal materials and associated concepts.
• Ability to interpret and work to complex contract requirements.
• Excellent oral and written communications skills.
• Experience in the application of service and logistics concepts in the defense industry.
• Experience in a commercial / military / aircraft systems integration environment.
• Ability to coordinate activities inter-company and with multiple departments such as engineering, operations, finance, program management service centers etc.
• Knowledge of contract terms and conditions and sub contract management.
• Previous experience with export and customs transactions an asset.
• Able to work in a matrix environment using influence without hierarchy
• Demonstrate ability to work in a fast-paced service-oriented environment
• Experience dealing with international clients
• Understanding of the strategic business planning process
• Understanding of Aerospace / Defence maintenance planning concepts is an asset
• 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

Desired Education and Experiences

• Requires management and leadership knowledge in job area.
• Typically has comprehensive knowledge and skills within a specific technical or professional discipline and may have broad understanding of other areas within the job function.
• Bachelor’s Degree and minimum 9 years prior related experience or a Graduate Degree with a minimum of 7 years of prior related experience.
• Commercial / military / aircraft systems integration environment experience strong asset

About L3Harris Technologies

In July 2019 – L3 Technologies and Harris Corp merged to become L3Harris Technologies, becoming an agile global aerospace and defense technology innovator, delivering end-to-end solutions that meet customers’ mission-critical needs. The company provides advanced defense and commercial technologies across air, land, sea, space and cyber domains.

Our customers perform on the world’s most challenging front lines. They trust us to keep them prepared for what’s next. We combine speed, innovation and flawless execution to give people confidence and security in the world ahead.

As we relentlessly pursue new ideas, we know that everything we bring to market must deliver, without fail, every time. The urgency of our quest is matched by our commitment to the people we serve.

In a world of ever accelerating change, threat environments move fast. We move forward faster, delivering industry-leading value.

Our work environment is both challenging and dynamic – our physical environment is state of the art. Here’s what you can expect as an L3Harris WESCAM employee

• Brand new, custom-built 330,000 sq ft Engineering and Production facility atop the Waterdown escarpment in Hamilton
• Close to hiking paths along the Bruce trail
• Every other Friday off (paid – with our rare 9/80 work schedule)
• 18000 sq ft subsidized Café including 12 mini- Café areas throughout the complex
• Free10,000 sq ft on-site gym
• Free wellness programs
• Free fruit, bagels and coffee
• Remote/hybrid work options, hoteling stations providing flexibility and multiple work options
• Wellness rooms – first aid, prayer, mother’s room and quiet zones
• Work/Life balance
• Real opportunities for growth and development
• A diverse and inclusive working culture
• Everyone’s role at L3HARRIS WESCAM contributes to protecting people’s lives

Diversity & Inclusion

We believe that diversity among our employees makes us a stronger organization.

We are committed to diversity and inclusion within our L3Harris WESCAM family, and our community by welcoming and encouraging applications from anyone interested without regard to race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, protected veteran's status, Aboriginal status or any other legally-protected groups. For people with disabilities, we work with you throughout the recruitment process to ensure you have what you need in order to be at your best. If you require any accommodation for any part of the recruitment/interview process, or as you begin your career with us just let us know and we will take care of you.

Our work environment is both challenging and dynamic. Here’s what you can expect as an L3Harris WESCAM employee

• Free wellness programs
• Free fruit, bagels and coffee
• Remote/hybrid work options and multiple work options
• Work/Life balance
• Real opportunities for growth and development
• A diverse and inclusive working culture
• Everyone’s role at L3HARRIS WESCAM contributes to protecting people’s lives

This job description is not intended to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with this job. Management reserves the right to modify, add or remove duties as necessary.

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