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Service Operations Coordinator

2 weeks ago

Waterdown, Canada L3Harris Technologies Full time

L3Harris is dedicated to recruiting and developing 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 the Trusted Disruptor in the defense industry. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

**Service Operations Coordinator**

Reference# 31142

Waterdown, Ontario

**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
- Ensure all required documents are uploaded in ERP LN
- Proactively identify and resolve risks and obstacles to support successful outcomes and ensure smooth service delivery
- Continuously enhance service center processes to reduce risk, eliminate barriers, and ensure efficient, accurate distribution of service data and information
- Coordinate and document repair activities to ensure service centers remain on schedule and aligned with operational goals.

**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 a 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

At L3Harris, we foster an inclusive and equitable workplace. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. For applicants with disabilities, we will provide you with accommodation so that you have what you need in order to be at your best.

L3Harris performs background checks prior to employment as all applicants must be eligible for registration with the Controlled Goods Program and obtain and maintain a positive security assessment. Some positions may require a government of Canada “Reliability” status and/or Level 2 (Secret) security clearance. In addition, L3Harris performs pre-employment substance abuse testing where required.