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.

9/80 work schedule available for most U.S. and Canada employees, effective October 24, 2022.

Technical Support Manager

Reference #:18081

L3HARRIS WESCAM Division

Waterdown, Ontario

About L3HARRIS WESCAM

As a subsidiary of L3Harris Technologies and within the Integrated Mission Systems Segment, the WESCAM division develops the most advanced optical sensor and targeting systems for global defense and military sectors, National Security, Search & Rescue and Airborne law enforcement agencies. From long-range covert surveillance missions to search and rescue operations, our MX-series systems, and the mission systems solutions they are a part of, produce stabilized high-magnification electro-optical and infrared images from airborne, marine and ground based platforms, enabling our customers to see first and act first.

About the Role

Responsible for multi-tier technical support and analysis to field engineers/technicians, service centers and customers.  Manage a technical team that diagnoses, troubleshoots, repairs and debugs complex electro/mechanical equipment, computer systems and/or software over the phone, email or on site. Reports design, reliability and maintenance problems to Engineering, recommends solutions to resolve reported problems. Support the product engineering team in developing and maintaining tools to support remote diagnostics and software updates.

Primary Responsibilities 

Technical Support Manager

Team Management:Lead, mentor and evaluate a Technical Support team of Product Support Representatives (PSR) and Field Support Representatives (FSR), ensuring they have the necessary skills and resources. Technical Support/Service Delivery:Oversee the diagnosis and resolution of technical issues related to products, software and remote toolsManage and schedule remote and onsite support requestMeet service level agreements (SLAs) and monitor key performance indicators (KPIs) to ensure high-quality support services. Customer Relationship Management:Act as the point of escalation for complex customer issues, ensuring timely resolution and maintaining customer satisfaction.Technical Collaboration: Report design and reliability issue to the Engineering departmentSupport reliability containments, root cause and trend analysisSupport cross functional activities NPI and ILS validations, maintenance training and SW testingCompliance:Manage learning policies, processes and standards to maintain adherence to corporate policy, trade compliance customers and AS9100D quality standards and requirements. Support quality, export and internal audits as requiredProduct Support:SME and liaison with the PLM team for development and maintenance of remote support tools (MX-RAID)Continuous Improvement:Lead projects to analyze support processes and implement improvements to enhance service deliveryMonitor key performance indicators (KPI’s) and implement countermeasures and efficiency improvementRemain current on new products and support toolsFinancial Performance:Meet execution of repair activity in support of revenue goalsForecast and maintain department expense budget

Required Capabilities 

Solid understanding of electromechanical systems, optics, aerospace products or similar technologiesProven leadership and interpersonal, collaboration and relationship management skillsAbility to work in a globally dispersed team environmentAssume a high degree of responsibility in a pressure environment and possess the ability to work under tight timelines with a high sense of urgency Excellent analytical, problem-solving, and organizational skillsExceptional communication skills, both written and verbalSkilled user of Microsoft Office tools with emphasis on Word, Excel, PowerPoint, and MS ProjectEligible to meet the Controlled Goods requirements and be able to hold a Canadian Security ClearanceOccasional travel to service centers or customer locations

Desired Education and Experiences

Requires management and leadership knowledge in job area. Typically has comprehensive knowledge and skills within a specific technical or professional discipline and may have broad understanding of other areas within the job function. Bachelor’s Degree and minimum 9 years prior related experience. Graduate Degree with a minimum of 7 years of prior related experience. In lieu of a degree, minimum of 13 years of prior related experience.Experience with Defense Industry related Integrated Logistics Support (ILS) concepts, and processes would be an asset

L3Harris performs background checks prior to employment as all applicants must be eligible for registration with the Controlled Goods Program and obtain and maintain a positive security assessment. Some positions may require a government of Canada “Reliability” status and/or Level 2 (Secret) security clearance. In addition, L3Harris performs pre-employment substance abuse testing where required.

At L3Harris, we foster an inclusive, equitable and diverse workplace. 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. For applicants with disabilities, we will provide you with accommodation so that you have what you need in order to be at your best.