Title:  In-Service Support Manager - Americas

Job Title: In-Service Support Manager – Americas

Job ID: 19867

Job Location: Remote / Burnsville, Minnesota, USA

Job Schedule:

Job Description:

From 12 UK sites, our team of over 1,400 people deliver unique capabilities across air, land, sea, space and cyber for military, security and commercial customers, worldwide.

L3Harris Commercial Aviation Solutions provide first-class pilot training designed for first-class crews and a comprehensive array of training courses for both airlines and individuals conducted from training centers in the UK, Thailand and U.S.

We specialize in technology and systems to enable quality pilot training from distance learning systems applications and maintenance solutions to training devices and full flight simulators, our technology covers the complete training spectrum.

Essential Functions:

• To be the first Point Of Contact for the Customer to manage all Customer demands via the JIRA Service Desk ticketing system, of which the In-Service manager will authorize and coordinate the tickets with UK internal resources to ensure timely resolution to the customers challenge
• Provide first level technical response to enable the customer to continue fault finding or achieve resolution, especially in Aircraft on Ground (AOG) situations
• To manage the customers to ensure positive relationships are established and maintained in order to deliver a world class customer service experience
• Actively collect first-hand customer information and uses it to improve and inform services and solutions with the goal to provide revenue generating opportunities for the business aligned to the business financial plan
• To be responsible for the In-Service warranty / lifecycle finances to ensure that the customer and UK interests are addressed and resolved whilst minimizing the financial exposure to the business
• For all customers under direct contact, hold bi-weekly/ monthly meetings with the Customers to ensure ticket progression is on-track but also use the opportunity to promote the up-sell opportunities to maximize aftermarket revenue growth
• To manage the customers “Connect & Review” plan which ensures frequent Teams/ phone call and physical visits to each customers is adhered too against a structured reporting and escalation system
• To produce weekly / monthly / quarterly reports detailing trends in availability and reliability results of devices within their customer base
• Where requested, support Global Sales and Regional industry activities
• Demonstrate the company ethos of Customer First, Act Fast, Own It and Speak Internally with Candor

Qualifications:

• Bachelor’s Degree and minimum 6 years of prior relevant experience. Graduate Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 10 years of prior related experience.
• Technical background on Training Devices, preferably L3Harris, L3 Link and previously Thales, Thomson, Rediffusion or similar
• Ability to travel for short periods on an as-needed basis

Preferred Additional Skills:

• Strong customer focus and service delivery mind set
• Technical ability to act as the first line to resolve customer technical issues based upon triaging calls or tickets to provide guidance to avoid escalation within the business consuming engineering resource
• A proven background with regards to Project / Customer management, encompassing strong Project Management disciplines:
• Strong interpersonal skills and the ability to appreciate cultural differences between customers
• Excellent written and presentation skills for communicating with customers
• Conflict management skills – address issues whilst remaining positive
• Financial control and reporting in line with UK business finance
• Risk & Opportunity Management
• A firm understanding of commercial contracts and agreements, as the In-Service Manager will be required to deploy and manage these Terms & Conditions
• Visible leadership to motivate and direct to achieve targets and optimize performance and contribution from the Customer Service and Business resources
• A proven background in the operation and use of flight training devices
• Work independently without or limited supervision
• Technical background on Training Devices, preferably L3Harris, L3 Link and previously Thales, Thomson, Rediffusion or similar
• Level of travel for short periods which predominately is identified and managed in advance ( primarily against the Connect & Review plans )

In compliance with pay transparency requirements, the salary range for this role is $68,500k - $127,500k. 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 relocation stipend, 401(k), EAP, 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.