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Field Service Representative

Hamilton, Ontario Job ID 115423
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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.

Field Service Representative

L3HARRIS WESCAM Division

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

About the Role

Installs, operates, maintains, repairs and modifies equipment. Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations. Troubleshoots and performs diagnostic test of equipment malfunctions. Installs, upgrades and removes products ensuring coordinative engineering field change. Maintains effective customer communications and relations. May provide onsite training of customer support personnel. Responsible for the installation, check out, operation, maintenance and repair and modification of customer equipment and/or software. Performs diagnostic tests to troubleshoot equipment failures.

Primary Responsibilities

  • Independently perform a wide variety of activities associated with installing, maintaining, and servicing L3 WESCAM products at customer sites in accordance with pre-established processes, while adhering to established customer deadlines.
  • Provide technical support to customers in solving technical problems incurred in the installation or operation of WESCAM products.
  • Assignments may include technical upgrades to customer owned WESCAM systems and may require working with Systems Engineering.
  • Assist in the technical support event and as required interface with the WESCAM Engineering Early Field Failure Analysis Team (EFFA) during troubleshooting of WESCAM systems.
  • Maintain currency and skills in troubleshooting techniques for WESCAM products.
  • Assist WESCAM Integrated Logistics Support (ILS) and Subject Matter Experts (SME) to solve technical issues with WESCAM products.
  • Provide feedback to the ILS Group on issues related to Service Processes and technical documentation.
  • Provide remote technical support to an international team of Field Service Representatives (FSR), WESCAM Authorized Service Centers (WASC) and self-maintainer customers.
  • May conduct technical seminars and training for customer or company personnel, as well as informal on-the-job training for other field service staff members and customers.
  • Interface with WESCAM customers, directly or on the phone, while projecting a positive image of WESCAM that will meet our customer's highest expectations for service and support of their WESCAM equipment.
  • Document repairs in the WESCAM field service reports and repair documentation.
  • Integrate with WESCAM In-service Account Managers (ISAM) to provide field data, feedback, and guidance for the WESCAM Authorized Service Centers (WASC) and self-maintainers.
  • Provide technical guidance and quotation support to the CSG In-service Account Coordinators (ISAC).
  • Conduct product setup and demonstrations at tradeshows and customer sites.
  • Rotation of shift may be required to support business needs
  • Rotation into the Product Support role is required
  • On a scheduled basis provide after hours on-call support
  • Approximately 60% travel to domestic or international locations.

Required Capabilities

  • Excellent communication skills.
  • Excellent customer service, and customer care skills.
  • Ability to analyze and make informed decisions that directly impact customer satisfaction
  • Excellent technical and analytical troubleshooting skills.
  • Ability to read and interpret schematics, manuals and procedures.
  • Strong organizational skills. Detail oriented; and problem solving skills.
  • Ability to work both independently and within a Team environment.
  • Experienced with Microsoft Office software and other WESCAM software tools.
  • Poised and calm under pressure, and adept multi-tasking skills.
  • Familiar with ITAR and controlled goods regulations.
  • Ability to work as an international team servicing multicultural customers along with being sensitive to cultural and religious diversity

Desired Education and Experiences

  • Community College Diploma in mechanical/electrical/electronic technology or equivalent
  • Skilled troubleshooting experience with electronics, optical, and mechanical systems. Ability to troubleshoot system faults to the component level and the ability to work with Quality, and Mechanical/Systems Engineering to take corrective action.
  • Minimum five years Customer Service experience
  • Minimum three years’ experience with the MX product line an asset.
  • Strong customer service skills, and serve as part of a motivated and diverse team.
  • Knowledge in electronic and mechanical test equipment is required.

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 https://www.l3harris.com/capabilities

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:

    • 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

Googlemaps that will show you your commute to our new site: https://bit.ly/2W9W06W)

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