Specialist, Technical Support Engineer
Ashburn, Virginie
ID de l'offre 21011L3Harris se fait un devoir de recruter et de former des talents performants qui sont passionnés par ce qu’ils font. Nos employés sont liés par un engagement commun envers leur croissance professionnelle et la mission de nos clients. L3Harris offre un environnement inclusif et engageant conçu pour responsabiliser les employés et encourager un équilibre entre le travail et la vie personnelle. Notre culture repose sur l’importance que nous accordons à nos valeurs, notre dévouement envers nos collectivités et notre engagement envers l’excellence dans tout ce que nous faisons. L3Harris Technologies est l’entreprise perturbatrice de confiance dans l’industrie de la défense. Ayant toujours à l’esprit les besoins essentiels de nos clients, nos employés offrent des solutions technologiques de bout en bout reliant les domaines de l’espace, de l’air, de la terre, de la mer et des cyberdomaines, dans l’intérêt de la sécurité nationale.
Job Title: Specialist, Technical Support Engineer
Job Code: 21011
Job Location: Ashburn, VA
Job Description:
L3Harris is currently seeking a professional Technical Support Engineering Specialist to join this expanding team. The successful applicant will be responsible for conducting content investigations and produce customer required change control artifacts to the Manager, Technical Publications, and Training to ensure smooth integration into technical publications and training documentation. They also audit, through planned verification and validation processes, to ensure technical accuracy and availability for the relevant audiences.
Responsibilities:
- Technical Manual Compliance: Through experience, ensures that technical manuals, technical orders, time compliance technical orders, service bulletins, and training content approved by the Agile Development Group (ADG) Technical Publications and Training Manager comply with all site-specific documentation and regulations.
- Relationship Management: Builds and maintains strong relationships with internal and external stakeholders. Understands their needs, expectations, and concerns, acting as their advocate to ensure their technical knowledge is reflected in all ADG technical publications and training documentation.
- Conflict Resolution: Identifies and resolves technical content conflicts between parties, such as Field Service Representatives (FSRs) and customers. Mediates discussions, negotiates compromises, and seeks mutually beneficial solutions, promoting a positive working environment and customer-to-client relationships.
- Project Support: Provides support to ongoing products and FSRs by coordinating activities, tracking progress, and reporting status updates to the Logistics Manager, and Technical Publications and Training Manager
- Information Management: Manages the flow of information between the customer and the ADG Technical Publications and Training group, keeping stakeholders informed about updates, changes, or decisions.
- Strategic Planning: Contributes to the development and implementation of technical content strategies by offering insights and recommendations based on customer requirements, needs, and interests.
- Staying Updated: Proactively seeks opportunities for improvement and innovation in technical content creation.
- Product Development Involvement: Participates in product development meetings to remain informed about new features and updates.
- Accessibility and Metrics: Ensures that fielded documentation is accessible and meets all accessibility standards. Monitors fielded documentation with customer to and report findings to FSRs, Technical Publications and Training Manager to ensure findings are tabled for inclusion to technical publications and training documentation.
- Query Resolution: Interacts with the ADG Logistics Manager to address any arising queries and ensure product and content readiness response.
- Document Security: Maintains the security and confidentiality of all fielded documents through markings verifications based on customer regulations, locations, specific security guides, and Department of Defense (DoD) standards.
Essential Functions:
- Validation and Verification (Val/Ver): Aims to identify deficiencies and shortfalls in equipment to ensure that the technical content for operation, maintenance, storage, handling, and troubleshooting is verified and validated in compliance with customer requirements.
- Communicate and verify Time Compliance Technical Orders compliance, fielded and destruction compliance in coordination with Technical Order Management Agent (TOMA).
- Monitors customer maintainers' understanding and performance using ADG technical documentation, conducting gap analyses to identify customer training needs and documentation usage by various tier-level maintainers.
- Schedules video teleconferences (VTCs) with internal and external customers to ensure continuous documentation compliance discussions and agreements for site-specific technical requirements.
- Develop training academics alongside FSRs and product end users.
Qualifications:
- Requires proficient knowledge of job area. Bachelor’s Degree and minimum 4 years of prior relevant experience. 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.
- Active Secret clearance required.
- Must work on-site in company facilities in Ashburn, VA.
Preferred Additional Skills:
- Ability to obtain and maintain a Top Secret (TS) clearance.
- Ability to learn XML authoring and to map it to customer-specific data management software and process flows.
- At least 15 years of experience as a United States Air Force Munitions System Specialist (2W0X1)
- Ability to interpret government publication at any level Executive Orders (EO), Military Standards (MIL-STDs), Code of Federal Regulations (CFRs), Cognizant Field Operations (CFOs).
- Excellent people skills, with experience leading and collaborating in a multi-disciplinary, diverse, and dynamic team environment.
- Excellent communication skills (written, verbal, & presentation)
- Proficient in Microsoft Office Suite applications
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