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 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.

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 challengeProvide first level technical response to enable the customer to continue fault finding or achieve resolution, especially in Aircraft on Ground (AOG) situationsTo 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 planTo 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 businessFor 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 growthTo 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 systemTo 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 activitiesDemonstrate 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 similarAbility to travel for short periods on an as-needed basis

Preferred Additional Skills:

Strong customer focus and service delivery mind setTechnical 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 resourceA proven background with regards to Project / Customer management, encompassing strong Project Management disciplines:Strong interpersonal skills and the ability to appreciate cultural differences between customersExcellent written and presentation skills for communicating with customers Conflict management skills – address issues whilst remaining positiveFinancial control and reporting in line with UK business finance Risk & Opportunity ManagementA firm understanding of commercial contracts and agreements, as the In-Service Manager will be required to deploy and manage these Terms & ConditionsVisible leadership to motivate and direct to achieve targets and optimize performance and contribution from the Customer Service and Business resourcesA proven background in the operation and use of flight training devicesWork independently without or limited supervisionTechnical background on Training Devices, preferably L3Harris, L3 Link and previously Thales, Thomson, Rediffusion or similarLevel 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.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your résumé for this position, you understand and agree that L3Harris Technologies may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

L3Harris Technologies is proud to be an Affirmative Action/Equal Opportunity Employer. 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. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

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