Service Customer Coordinator

Job Title:

In-Service Customer Coordinator

Job Code: 39777

Job Location:

Remote

Job Schedule:

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

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 L3

Harris 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.

• 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 L3
  
  Harris Wescam team and Wescam suppliers.

• Provide off hour support on a…