L3Harris Senior Specialist, Technical Support Engineer in Atlanta, Georgia
Job Title: Senior Specialist Technical Support Engineer
Job ID: IMS20232001-95972
Job Location: Atlanta, GA
Job Description: Sr Specialist, Technical Support Engineer (TSE)
The TSE will be responsible for providing world class on-site and remote support to primarily Delta Airlines for both their fleet of synthetic training devices, namely Full Flight Simulators and Lower-Level training devices, as well as their portfolio of avionics products as provided by L3Harris Commercial Aviation Solutions (CAS).
Whilst located at Delta’s facility in Atlanta, it is envisaged that this position will contribute to the wider CAS group by providing remote and on-site technical assistance on a variety of Avionics primarily involving communication & surveillance products such as: TCAS, TAWS, ADS-B Mode S Transponders and Lynx, as well as cockpit voice and flight data recorders.
As a key member of the Technical Support organization, this individual will represent L3Harris CAS via daily interaction with customers in support of their operations and maintenance of the above-mentioned equipment. This individual will represent the “voice of the customer”, escalating where appropriate to either engineering teams and leadership, thus ensure high customer satisfaction and engagement with the CAS brand.
The selected candidate will provide a wide range of technical / product support & services to customers to ensure proper problem rectification, warranty service, installation assistance, product training, AOG support and technical guidance. This individual must be thoroughly knowledgeable or have the aptitude to rapidly become knowledgeable of the products and related test devices to support a wide variety of CAS products and customers. The TSE will use remote troubleshooting tools when possible but will also be required to travel to provide onsite support to the customer, making decisions in the field where technical considerations or customer support issues may be complex.
Ideal candidate will have a working knowledge and experience in Business and Air Transport Aviation and personal interaction with operators and OEMs.
POSITION RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
Responds to customer inquiries and concerns verbally, in writing, remotely or in person, providing technical guidance and expertise to resolve technical or service issues. Candidate must be willing and able to respond and support Aircraft on Ground (AOG) situation which could arise 24/7.
Escalates as appropriate both customer and CAS concerns on a priority level to organization leadership as required when customer satisfaction or CAS reputation is at stake.
Captures both customer issues and the corrective actions in the Customer Relationship Management (CRM) system thus enhancing the customer self-service experience in the Knowledge Management (KM) system to avoid future issue repetition.
Focus on continuous improvement of the customer support processes, tools, training content and documentation in order to provide a higher level of quality deliverables and customer satisfaction.
Proactively monitors product performance and identifies issues ahead of customer discovery.
Presents training programs and individual training experiences to ensure that customer representatives are effectively trained in all phases of product installation, maintenance and repair.
Monitors internal engineering changes to determine the impact to the customer experience, whilst contributing to the creation of field service bulletins or information letters.
Generates regular reports to best describe the customer experience and satisfaction, including recommendations to improve all aspects of the engagement with CAS.
Where required assist customer inquiries regarding logistical, repairs or commercial issues by either interfacing directly with the CAS entities or via reporting lines, and vice versa where additional information is required by CAS functional groups to seek more data to assist with resolution of the customer issues
Ability to exercise sound judgment; displays willingness to make decisions; adapts to changing conditions; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Able to communicate clearly and effectively at the appropriate levels within the Customer organization as well as with subordinates, peers and supervisors. Capable of making effective presentations to articulate ideas to the intended audience.
Able to engage with and work well with people at all levels. Have a personality style that is team oriented and has the success of the organization and business as their main objective.
A self-starter, highly motivated, with a strong work ethic. Demonstrates a professional outlook with unquestionable integrity, credibility and character.
Qualifications & Experience:
Bachelor's degree in Aviation, Engineering, or a related discipline preferred.
8+ years of related experience preferred.
Preferred Additional Skills:
Thorough knowledge of digital and solid state electronics with specific avionics technology, a working knowledge of RF systems.
Strong business acumen; understands business implications of decisions; displays orientation to customer satisfaction and profitability; demonstrates knowledge of market and competition;
L3Harris Technologies is proud to be an Affirmative Action/Equal Opportunity Employer. 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. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.