Service Coordinator

4 weeks ago

Waterdown, Canada L3Harris Technologies Full time

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 space, air, land, sea and cyber domains. L3Harris has approximately $18 billion in annual revenue and 50,000 employees, with customers in more than 100 countries.

**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**

***

**Primary Responsibilities**
- Assist in the management and coordination of the end to end activities of the repair and upgrade process, to ensure successful completion and return of the customer’s product.
- Communicate to the internal Customer Service team, on a regular basis the status of the service event actions including issues impacting delivery as promised and/or contracted.
- Resolve and escalate issues impacting on time deliveries and revenue recognition
- Participate in the maintenance of a capacity plan and repair schedule for the Service Centers
- Provide repair routing guidance to the Customer Service team
- Chair regular meetings with Service Centers and the internal teams to ensure customer and revenue commitments are being met
- Track and communicate due in Returned Material Authorization (RMA) to the Service Center and Materials team. Pre-stage material and resources to meet customer commitments
- Review customer documentation and liaise with Customer Service team as required to collect missing information.
- Create and update work orders as required
- Ensure repair data is complete and accurate in the ERP system
- Update entries into U.S Government IUID registration site
- Report Service Center RTAT overall and Customer experience RTAT
- Occasional travel may be required to support Service Center reviews and meetings

**Required Capabilities**
- Demonstrate ability to work in a fast-paced service-oriented environment
- Understanding of Aerospace / High Tech industry is an asset
- Effective communication skills and strong command of both written and oral English language
- Strong organization, time management skills and attention to detail
- Ability to multi-task and work under pressure
- Strong analytical and problem solving skills

**Desired Education and Experiences**
- Three (3) years experience in an Customer Administration or Repair Management environment
- Knowledge of repair scheduling and capacity planning
- Experience with Export Controls, ITAR and controlled goods a plus
- Knowledge of ISO9000/AS9100 standards is an asset

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
- 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.

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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