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Role Description

The Wescam USA (WUSA) team is looking for an In-Service Account Manager (ISAM) who works hand-in-hand with Business Development and Program Management to maintain regular contact with the Customer and other members of the “Customer Account Team” to ensure the customers’ concerns are continually addressed by the organization along with the provision of outstanding services. The In-Service Account Manager acts as the single Point of Contact and authority for all In-Service related areas of concern for the customer and works as a key member of the Customer Account Team.

The ISAM 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 L3Harris Technologies equipment.

This In-Service Account Manager 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 across multiple facilities 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 ISAM’s are strong team players and customer focused. The ISAM must work independently and can be relied upon to make difficult decisions that will affect the sustainment of mission critical systems.

Essential Functions

• Serve as the primary Account Manager for all in-service activities, overseeing repair and service activities in partnership with coordinator teams.
• Lead service activities by coordinating with cross-functional teams to develop effective solutions and ensure a seamless, global customer service experience, ensuring alignment with customer and company objectives.
• Collaborate with Business Development to enhance customer relationships, provide strategic direction to the management of each Customer account, forecast service needs, and create innovative service solutions.
• Ensure annual service renewals or new contract negotiations are forecast.
• Lead the activities of internal cross-functional project teams throughout all phases of the program life cycle.
• Organize program kickoffs and conduct internal meetings to communicate program requirements to stakeholders.
• Apply core project management principles to plan, execute, and monitor customer accounts while ensuring contract deliverables are met.
• Provision of performance metrics to both Wescam management and Customers.
• Maintain and manage cost performance targets for each customer account.
• Provide support for issues and work with the functional groups to strategize solutions for issue resolution while maintaining a global overview of the entire Customer Service experience.
• Contact customers regularly to stay informed of developments and anticipate potential issues.
• Facilitate communication between the Customer and Wescam as well as working across Wescam to ensure customer satisfaction drivers are in place and running efficiently to ensure their current and future demands are met.
• Coordinate individual activities with the other regional/customer staff (Sales, PMO, etc).
• Using individual service knowledge, work with the Customer to determine and assist in the sales of overall service concepts for the Customer.
• Identification and development of new business opportunities within the assigned customer base.
• Development and marketing of maintenance concepts to customers.
• Participate as required in tradeshows, user groups, customer technical conferences, and other sales and technical events.
• Communicate with contacts inside and outside of own department to explain and interpret operational processes, practices, and procedures.
• Recommend enhancements to systems and processes.
• Work to achieve operational targets for specific programs and projects with moderate impact on departmental results.
• May manage projects or processes with general supervision; may be responsible for entire projects or processes within job area.
• Be part of a service organization that supports various U.S. Homeland Security, Law Enforcement, and DOD Military customers by maintaining & repairing mission critical Wescam sensor systems.

Qualifications

• Bachelor’s Degree and minimum 4 years of prior relevant experience or 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.
• 2 years experience in Commercial or Military Aviation/Aerospace customer support or program/project management.
• Ability to travel both domestically and internationally with short notice (up to 10%).
• Ability to gain a clearance. Must maintain eligibility requirements to access U.S. classified information.

Preferred Additional Skills

• Ability to obtain security clearance and maintain eligibility requirements to access U.S. classified information.
• 4 years experience in an In-Service Account Manager or Program/Project Manager position for an international environment is preferred.
• DOD, Special Operations, Airborne Law Enforcement, or other similar background or experience is desired.
• Practical knowledge of project management, PMP certification is an asset.
• Ability to work under moderate supervision and set objectives for own job area.
• Experience communicating clearly (written and verbal) with technical and non-technical customers.
• Knowledge and application of troubleshooting electronics and mechanical systems, customer service skills and being a part of a motivated and diverse team.
• Experience dealing with international customers or business partners.
• Understanding of the strategic business planning process.
• Understanding of Aerospace / Military maintenance planning concepts is an asset.
• Knowledge of ITAR and Federal Acquisition Regulations (FAR) desired.
• Familiarity with government contracting is preferred but not required.
• Knowledge of contract terms and conditions and sub-contract management.
• Proven experience in providing complete and innovative solutions to customers.
• Excellent presentation, organizational and time management skills.
• Strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of customer issues.
• Ability to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution skills.
• Experience with MS Office applications including Word and Excel is required as well as with specialized software test programs.
• Previous success working under limited supervision or autonomously.
• Previous experience successfully prioritizing and managing multiple projects at one time, to include proven, acute attention to detail & excellent organizational skills.
• Demonstrate ability to work in a fast-paced service-oriented environment.

Working Conditions

• Able to sit for prolonged periods and use a computer/keyboard.
• Able to use standard office equipment.
• Able to reach for items on shelves.
• Typical office environment.
• Fast paced, schedule-driven environment.
• Typical work schedule is 80 hours every two weeks with every other Friday off. Must be able to work additional hours, evenings and weekends, to support business needs.

Salary and Benefits

In compliance with pay transparency requirements, the salary range for this role in California, Massachusetts, New Jersey, Washington, and the Greater D.C, Denver, or NYC areas is $90,500 - $168,500. The salary range for this role in Colorado state, Hawaii, Illinois, Maryland, Minnesota, New York state, Cleveland Ohio, and Vermont is $79,000 - $146,500. 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.