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 tools
  • Manage and schedule remote and onsite support request
  • Meet 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 department
  • Support reliability containments, root cause and trend analysis
  • Support cross functional activities NPI and ILS validations, maintenance training and SW testing
• Compliance:
  • 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 required
• Product 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 delivery
  • Monitor key performance indicators (KPI’s) and implement countermeasures and efficiency improvement
  • Remain current on new products and support tools
• Financial Performance:
  • Meet execution of repair activity in support of revenue goals
  • Forecast and maintain department expense budget

Required Capabilities 

• Solid understanding of electromechanical systems, optics, aerospace products or similar technologies
• Proven leadership and interpersonal, collaboration and relationship management skills
• Ability to work in a globally dispersed team environment
• Assume 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 skills
• Exceptional communication skills, both written and verbal
• Skilled user of Microsoft Office tools with emphasis on Word, Excel, PowerPoint, and MS Project
• Eligible to meet the Controlled Goods requirements and be able to hold a Canadian Security Clearance
• Occasional 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