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Director, Global In-Service Support & MRO

Hamilton, Ontario Job ID 115462
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L3Harris is dedicated to recruiting and developing diverse, 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 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. L3Harris has approximately $18 billion in annual revenue and 48,000 employees, with customers in more than 100 countries.

Director, Global In-Service Support and MRO


Waterdown, Ontario


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 electro-optical and infrared images from airborne, marine and ground based platforms, enabling our customers to see first and act first.

About the Role

The Director of Global In-Service Support & MRO (referred to internally as Director,Customer Service) is responsible for supporting the growth of the in-service business while driving customer satisfaction and customer intimacy. Areas of responsibility include in-service repair, overhaul and upgrades, customer training and customer intimacy.

The Director of Customer Service communicates with parties inside and outside of the organization on matters of strategic importance to influence senior leadership on new concepts, practices and approaches related to L3HARRIS WESCAM's in-service support operating model, capabilities and execution both locally and internationally out our WESCAM Authorized Service Centres (WASC). Establish overall direction for new processes, systems and solutions. Recommends and implements strategies and develops operational plans / goals that directly impact the mid-long term function and business achievements. Requires advanced management experiences in the in-service support and MRO domain, acquired business knowledge of L3HARRIS WESCAM systems and products, leadership capabilities and broad experience across multiple related professional disciplines.

Primary Responsibilities

  • Plans, directs and coordinates the company's customer service activities related to customer service, new business initiatives, installation and technical support, field service operations, technical training,, finance and billing according to service contract requirements.
  • Responsible for meeting customer service standards and key performance indicators pertaining to customer service environment.
  • Directs, coordinates, and exercises functional authority for planning, organization, control, integration, and completion of customer service initiatives.
  • Typically has budget accountability for the department and accountable for CSG revenue reporting & growth of revenue streams.
  • Development and implementation of, annual and five-year strategic planning activities and objectives
  • Responsible for the development of customer satisfaction metrics for department
  • Provide leadership and mentoring for staff
  • Implementation of repeatable processes for customer management, reporting and issue escalation
  • Continuous monitoring and reporting on Customer satisfaction and product and contract performance
  • Ensure high operational availability and associated service levels for Customers is maintained along with timely management and execution of other Customer Service contract requirements
  • Keep senior leadership apprised of all progress, results and issues
  • Support service sales and performance of Customer Segments aiming to meet or exceed targets set by Management
  • Perform liaison activities with other critical departments in connection with Customer satisfaction, guarantees, performance goals and new business issues to strategize solutions for issue resolution whilst maintaining a global overview of the entire Customer Service experience
  • Responsible for establishing appropriate Key Performance Indicators (KPI’s) and mechanisms to allow for performance monitoring and establishment of baselines for measurement of continuous improvement activities
  • Develop technical service solutions in response to Customer requirements as well as new services to meet changing Customer needs and marketplace
  • Provide support for issues and work with the functional groups to strategize solutions for issue resolution whilst maintaining a global overview of the entire Customer service experience
  • Maintain detailed knowledge of the company's products and services
  • Ensure support for the Bids and Proposals department in the identification and preparation of proposal submissions
  • Communicates with parties within and outside of the organization, which includes major customers or vendors with the requirement to travel to Customer sites as required

Required Capabilities

  • Creative with strong problem solving skills and the ability to succeed in a fast paced environment
  • Proven time management and mentorship skills in a dynamic Service Account Management environment
  • Ability to maintain a high level of productivity, manage multiple competing priorities and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative and team-oriented environment
  • Able to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution and program management skills
  • Excellent interpersonal and communication skills (written and spoken) in English (other languages are considered an asset)
  • Comprehensive understanding of military and commercial maintenance concepts
  • Familiarity with the execution and risks of Performance based service delivery concepts such as “Power by the Hour” and high Availability Mechanisms
  • Strong leadership skills and supervisory / organizational skills as this role manages highly experienced professionals, supervisors, or managers
  • Requires advanced management, business knowledge, leadership capabilities and broad experience across multiple related professional disciplines to accomplish the following:
    • Knowledge of contract terms and conditions and sub-contract management
    • High level of negotiation skills
    • Understanding of the strategic business planning process
    • Proven experience in providing complete and innovative solutions to Customers
    • Strong project management skills
    • Strong presentation skills
    • Experience dealing with international clients & cultural norms / beliefs
  • Multilingual is an asset but not required

Desired Education and Experiences

  • Bachelor's degree in business, marketing, or aDegree in Science, Engineering with relevant business/sales experience,

  • At least 10 years of defense equipment support with significant /service sales and management experience

  • A comprehensive understanding of the defense service market and customer needs (domestic and international)

  • Excellent oral and written communication skills

  • Demonstrated networking capabilities among various communities, e.g. users, and acquisition officials / program leads in Military, Police and Homeland Security fields.

  • Demonstrated ability to work in a team environment and be a team player

  • Demonstrated understanding of EO-IR sensor technology and application of this technology to current and future customer missions

  • Minimum NATO Secret Clearance.

  • Ability to travel globally

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.

Organized into four segments – Integrated Mission Systems, Communications Systems, Space & Airborne Systems and Aviation Systems – L3Harris Technologies employs over 50,000 people worldwide in over 130 countries with annual revenues approximately $17 billion.

To learn more, visit

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

Google maps that will show you your commute to our new site:

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    • Brand new, custom-built 330,000 sq ft Engineering and Production facility atop the Waterdown escarpment in Hamilton
      • Click HEREfor directions to our new facility
    • 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
    • Free 10,000 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


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