Lead, Program Management (In-Service)

Job Description:

Job Title: Lead, Program Management (In-Service Account Manager)

Job Code: 42440

Job Location: Remote

Job Schedule: 9/80: Employees work 9 out of every 14 days- totaling 80 hours worked- and have every other Friday off

Job 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.
• Provides 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.
• Lead the activities of internal cross-functional project teams throughout all phases of the project life cycle.
• Utilize fundamental Project Management practices to plan, execute, and monitor customer accounts.
• 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.
• Recommends enhancements to systems and processes.
• Works to achieve operational targets within job area with some impact on department results. Contributes to the completion of milestones associated with specific projects.
• May manage large projects or processes that are both inside and outside of immediate 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 in relevant field such as Aviation Maintenance Management and minimum 9 years of prior relevant experience. Graduate Degree and a minimum of 7 years of prior related experience. In lieu of a degree, minimum of 13 years of prior related experience.

Preferred Additional Skills:

• Ability to obtain security clearance and maintain eligibility requirements to access U.S. classified information
• 6+ years experience in an In-Service Account Manager or Program/Project Manager position for an international environment is preferred.
• 6+ years experience in Commercial or Military Aviation/Aerospace customer support or program/project management.
• DOD, Special Operations, Airborne Law Enforcement, or other similar background or experience is desired.
• Subject matter expert with comprehensive knowledge of job area and in-depth knowledge of project management. PMP certification is an asset.
• Frequently responsible for managing large, complex project initiatives of strategic importance to the organization, involving large cross-functional teams.
• Communicate with contacts inside and outside own team to explain and interpret technical and operational processes, practices, and procedures.
• Identifies and addresses changes within own job area. Works to achieve operational targets with some impact on departmental results.
• Works independently on larger, moderately complex projects or assignments.
• Excellent communication (verbal and written), relationship building, and problem-solving skills are a must with the ability to interface well with demanding customers and co-workers.
• 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 attention to detail & excellent organizational skills.
• Demonstrate ability to work in a fast-paced service-oriented environment.
• Ability to travel both domestically and internationally with short notice (up to 10%).

In compliance with pay transparency requirements, the salary range for this role in California, Massachusetts, New Jersey, Washington, and the Greater D.C. area, Denver, or NYC areas is $127,500 - $236,500. The salary range for this role in Colorado state, Hawaii, Illinois, Maine, Maryland, Minnesota, New York state, Cleveland Ohio, Vermont and Virginia is $110,500 - $205,500. 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.

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