[Hiring] In-Service Customer Coordinator @L3Harris Technologies

Role Description

The Wescam USA (WUSA) team is looking for an In-Service Customer Coordinator (ISAC). The Customer Coordinator function takes and processes communications by telephone, internet, and correspondence from customers and representatives. The ISAC must always project a positive image of our department and company that will meet our customers’ highest expectations of service and support of their L3Harris Technologies equipment.

• Provide team administration support, functional leadership and coaching/mentoring for the other ISAC employees operating in the WUSA In-Service Coordinator department.
• Provide peer-level ISAC coaching/mentoring, support individual development plans, and deliver In-Service technical skills training to improve the overall qualifications of the WUSA In-Service Coordinator team.
• Expert management of customer repair event (on-site or at a service provider) from triage through to return to service.
• Ensure customer satisfaction by responding to support requirements/requests in a timely manner.
• Communicate with customers regarding repair, upgrade, and warranty policies.
• Track the end-to-end activities of customer repair.
• Ensure successful completion and return of customer products and/or systems to the contracted requirements.
• Communicate with customers effectively and clearly, on a regular and appropriate basis the status of the Repair actions/activities including issues affecting delivery as promised and/or contracted.
• Interface through multiple methods, customer requests for support which includes initial screening of customer concerns/basic troubleshooting and redirection if required.
• Coordinate and support repairs at International Service Centers, Factory, and Field Repairs.
• Coordinate customer Returned Material Authorization, and the creation of Sales and Service orders.
• Coordinate Service Work Orders and Purchase Orders requirements from customers.
• Review customer documentation and liaise as required to collect missing information.
• Provide quotes to customers as required for work to be performed based on Service Provider estimates.
• Identify customer priorities for On-Site and Service Center repairs to aid in repair scheduling.
• Participate in Service Center coordination meetings for most current shipment promises or obstacles.
• Assist Service Center Administrator with all incoming parts and their proper disposition to inventory or active repairs.
• Act as a mentor to lower-level peers and provide guidance on tasks.
• Make recommendations for process improvements.
• Work on assignments requiring development of concepts and techniques.
• Communicate with contacts typically within and outside the department on matters that involve explaining complex assignments, solving problems and initiating process improvements.
• Support all required meetings including internal and external as required.
• Coordinate shipping activities which adhere to state, federal, and global regulations and import/export requirements.
• Other tasks, or duties as assigned.
• Ability to obtain a US Secret security clearance.
• Ability to possess and maintain US Passport for travel up to 10% (domestic and/or international).

Qualifications

• Requires a High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 4 years of prior related experience.

Requirements

• 4+ years’ experience in Customer Administration or Repair Management environment.
• 2+ years’ experience dealing with international clients.
• 2+ years’ experience with export and customs compliance with knowledge in ITAR and controlled goods.
• Strong communicator both written and speaking skills; competent presentation skills.
• Able to successfully prioritize and manage multiple projects. Acute attention to detail, excellent organizational skills.
• Demonstrate ability to work in a fast-paced customer environment.
• Quick learner with new software, systems and processes.
• Ability to collect data to develop detailed cost quotations.
• Ability to effectively participate in a self-directed work team.
• Ability to organize and coordinate formal meetings - including the recording of action items.
• Understanding of Aerospace / High Tech industry is an asset.

Benefits

• Health and disability insurance.
• 401(k) match.
• Flexible spending accounts.
• EAP (Employee Assistance Program).
• Education assistance.
• Parental leave.
• Paid time off.
• Company-paid holidays.