Title:  Technical Support Engineer

Job Title: Specialist, Technical Support Engineering

Job Code: 17266

Job Location: Rochester, New York

Job Schedule: M-F 1st Shift Schedule | 5/8 Schedule

Job Description:

Provide first line technical customer technical support for our global customer base on L3Harris Tactical Communications equipment, including Falcon II - IV Products (AN/PRC-152A, AN/PRC-163, AN/PRC-167, AN/PRC-160, AN/PRC-117G) and international product families. Experience with L3Harris Very Small Aperture Terminals (VSAT) SATCOM (Hawkeye, Panther, DarkWing) is preferred. Technical Support Engineers interact directly with customers through our customer service portal, email, and over the phone.

Essential Functions:

• Assess the end user's technical challenges and determine the appropriate course of action.
• Provide guidance and best practices on product maintenance, operation and, application.
• Acts as a technical liaison between the end user and internal business partners (e.g. Technical Customer Service, Product Service, Product Line Management, Engineering, Operations, Sales and Program Management).
• Interpret and distribute complex technical solutions to the customer which abide by all ITAR and US export control regulations.
• Responsible for supporting our customer service portal data management and processes.
• Provide end user product related feedback to relevant internal business partners.
• Contribute to the growing technical knowledgebase leveraged in the department.
• Responsible for identifying, supporting, and implementing process improvements for customer support portal and within the department.
• Ability to obtain a US Secret level clearance.

Qualifications:

• Bachelor’s Degree and minimum 4 years of prior relevant experience.  Graduate Degree and a minimum of 2 years of prior related experience.  In lieu of a degree, minimum of 8 years of prior related experience

Preferred Additional Skills:

• Areas include communications techniques, operations and maintenance of military HF, VHF & UHF systems.
• Maintenance and Operation Experience with L3Harris VSAT terminal products. Experience with Tactical Communications products a plus.
• Experience in customer technical support.
• Experience in Network Systems Administration, Wireless Networking, IT Support, including knowledge of networking router technologies.
• Experience with Lean Six-Sigma continuous improvement projects.
• Strong interpersonal, oral and written communication skills.
• Able to analyze problems and strategize for better solutions.
• Desired AAS/BS in Technology or equivalent military experience in relative technical areas to include the development, manufacture, support, operation, application and maintenance of tactical communications equipment.
• Veterans may include a Joint Service Transcript: https://jst.doded.mil/official.html 
• Strong problem solving and collaboration skills

In compliance with pay transparency requirements, the salary range for this role is $58,500 - $108,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and 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.