Service Customer Coordinator

L3

Harris is dedicated to recruiting and developing 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. L3

Harris 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.

L3

Harris is the Trusted Disruptor in defense tech. 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 Customer Coordinator

Job Code: 44963

Job Location:
Remote

Job Schedule: 9/80 Employees work 9 out of every 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 maintain database records of customer profiles. 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 customers’ highest expectations of service and support of their L3

Harris Technologies equipment.

This ISAC 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 customer repair.
• Ensure successful completion and return of customer products and/or systems to the contracted requirements.
• Communicate with 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…