Title:  In-Service Customer Coordinator

Job Title: In-Service Customer Coordinator

Job Code 39777

Job Location: Remote

Job Scheduled: 9/80- employees work 9 out of 14 days- totaling 80 hours worked- and have every other Friday off

Job 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. Enters and maintains database records of customer profiles and prepares and maintains status reports. Acts as liaison for customers. Maintains knowledge of company products and customer service processes.

The ISAC must always project a positive image of our department and company that will meet our customer's highest expectations for service and support of their L3Harris Technologies equipment.

This In-Service Coordinator professional will be proficient in their role and be able to work under limited supervision.  A successful candidate for this role will have effective communication with colleagues on matters requiring explanation or providing information.  Excellent communication, relationship building, and problem-solving skills are a must. The ability to interface well with demanding customers is essential, as well as effective coordination with co-workers across the extended worldwide organization. The best ISAC’s are strong team players and customer focused.  The ISAC must work independently and can be relied upon to make difficult decisions that will affect the sustainment of mission critical systems.

Essential Functions:

• ISAC will provide team administration support, functional leadership and coaching/mentoring for the other ISAC employees operating in the WUSA In-Service Coordinator department.
• ISAC will 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 timely manner.
• Communicate with customers regarding repair, upgrade, and warranty policies.
• Track the end-to-end activities of a customer repair.
• Ensure successful completion and return of customer products and/or systems to the contracted requirements.
• Communicate to end 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.
• Assisting Service Center Administrator with all incoming parts and their proper disposition to inventory or active repairs
• Acts as a mentor to lower level peers and provides guidance on tasks.
• Makes recommendations for process improvements.
• Works on assignments requiring development of concepts and techniques.
• Communicates with contacts typically within and outside the department on matters that involve explaining complex assignments, solving problems and initiating process improvements.
• Participate on customer status phone calls.
• Support all required meetings including internal and external as required.
• Develop a positive and partnering relationship with L3Harris Wescam team and Wescam suppliers
• Provide off hour support on a scheduled basis.
• Coordinate shipping activities which adhere to state, federal, and global regulations and import/export requirements.  This role will work very closely with Trade Compliance professionals within the organization.
• Other tasks, or duties as assigned.

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.
• Must be a US Citizen or US Person as defined by ITAR.

Preferred Additional Skills:

• Requires highly developed job knowledge/skills.
• Minimum of 4 years’ experience in Customer Administration or Repair Management environment.
• Ability to possess and maintain US Passport for travel up to 10% (domestic and / or international).
• 2+ years’ experience dealing with international clients.
• 2+ years’ experience with export and customs compliance with knowledge in ITAR and controlled goods.
• Ability to lift up to 50 pounds and reach for items on shelves.
• Ability to obtain security clearance and maintain eligibility requirements to access U.S. classified information
• Requires advanced Wescam MX sustainment knowledge and customer support group skills.
• Highly developed In-Service Coordinator support individual contributor.
• Works autonomously.
• May act as a mentor to lower-level peers and provide guidance on tasks.
• Makes recommendations for solutions. Works on assignments requiring judgment and initiative.
• Excellent customer service skills.
• Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information requiring explanation or interpretation to understand and reach agreement.
• Work is structured within identified boundaries and procedures. May work on assignments requiring judgment and initiative. Uses knowledge and experience to resolve issues.
• 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.
• Highly organized and detail oriented.
• Quick learner with new software, systems and processes.
• Ability to collect data to develop detailed cost quotations.
• Ability to multi-task and work under pressure.
• Analytical and detail oriented.
• Ability to effectively participate in a self-directed work team.
• Calm under pressure and skilled multi-tasker and problem-solving skills.
• Positive and engaging personality.
• Ability to organize and coordinate formal meetings - including the recording of action items.
• Understanding of Aerospace / High Tech industry is an asset.

In compliance with pay transparency requirements, the salary range for this role in California, Massachusetts, New Jersey, Washington, and the Greater D.C, Denver, or NYC areas is $57,000-$106,000. The salary range for this role in Colorado state, Hawaii, Illinois, Maryland, Minnesota, New York state, Cleveland Ohio, and Vermont is $49,500-$91,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

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