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Program Manager, Customer Service Group


L-3 Canada Operations
Location: Burlington, Massachusetts
Job type: Permanent
Sector: Manufacturing
Category: Customer Service Jobs
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L3 WESCAM is an exciting company providing systems that capture stabilized, high-magnification images from fixed-wing, rotary-wing, UAV, aerostat and ground based platforms. From low-altitude tactical missions to long-range covert surveillance missions, images are transmitted in real-time to fixed and mobile receive locations for immediate interpretation. WESCAM's MX-Series of Electro-optic and Infrared (EO/IR), laser, surveillance and targeting systems provide unparalleled image stability and long-range detection capability to Defense/Military, Homeland Security, Search and Rescue and Airborne law enforcement agencies worldwide. Our dominance of the airborne platform space has positioned us for explosive and game changing growth into ground-based markets.

WESCAM offers a challenging and dynamic work environment. Work with leading-edge technology and tools, alongside some of the best thought leaders in our industry, in an environment that values work/life balance. Benefits include every second Friday off with pay (9/80 work schedule) in addition to regular vacation and public holidays, free on-site gym, free fruit, free bagels on the last day of the week, a strong focus on continuing education and much more. Most of all, WESCAM is working towards a noble cause. Our work has a direct link to saving people's lives and safeguarding freedom around the world. We truly do make a difference in our work and in the world!

For more information, please check us out at: javascript:void(0);

Learn more about the history of WESCAM...

The Program Manager works hand-in-hand with the assigned Sales Account Manager and In Service Business Manager representative 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 Program 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.

Key responsibilities for assigned Customers include:

a. Development of support schemes

b. Sales and renewals of the identified support schemes

c. Management of all ongoing service activities

d. Monitoring and ensuring Customer satisfaction

e. Provision of performance metrics to both Wescam management and Customers.

Tasks to be accomplished

* Working with the sales team provide strategic direction to Management of each Customer account

* 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

* Act as the primary Program Manager for all In Service Activity

* 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 and work across WESCAM to ensure Customer satisfaction drivers are in place and running efficiently to ensure their current and future demands are met

* Coordinate his or her activities with the other regional/customer staff (Sales, PMO …)

* Using his or her 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 in support Customer account

* Ability to travel both domestically and internationally with short notice

#LI-TM1

Qualifications

Skills Required

* Demonstrate ability to work in a fast-paced service-oriented environment

* Experience dealing with international clients

* Understanding of the strategic business planning process

* Understanding of Aerospace / Military maintenance planning concepts is an asset

* Proven experience in providing complete and innovative solutions to Customers

* Multilingual English, French and Spanish

* Excellent interpersonal and communication skills

* Strong project management skills

* Knowledge of contract terms and conditions and sub-contract management

* Strong presentation skills

* Excellent organizational and time management skills

* Strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of Customer issues

* Able to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution skills

Experience & Education Requirements

* Ten (10) years of In Service Program Management experience in an international environment.

* Five (5) years’ experience in an International Government / Military environment

* University or College graduate in an engineering or business management field

* PMP certification is an asset

* Multilingual English, French and Spanish

Follow Us:

* L3 is an equal opportunity employer. We encourage minorities, women, protected veterans and disabled individuals to apply.

This job description is not intended to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with this job. Management reserves the right to modify, add or remove duties as necessary.

**Please note: L3 WESCAM has an accommodation process in place and provides accommodations for employees with disabilities, both during the selection process as well as during employment.

* CAN Security Clearance Required: None

Schedule
: Full-time

Shift
: Day - 1st

Travel
: Yes, 75 % of the Time

Organization
: Division L-3 Wescam
L3 WESCAM is an exciting company providing systems that capture stabilized, high-magnification images from fixed-wing, rotary-wing, UAV, aerostat and ground based platforms. From low-altitude tactical missions to long-range covert surveillance missions, images are transmitted in real-time to fixed and mobile receive locations for immediate interpretation. WESCAM's MX-Series of Electro-optic and Infrared (EO/IR), laser, surveillance and targeting systems provide unparalleled image stability and long-range detection capability to Defense/Military, Homeland Security, Search and Rescue and Airborne law enforcement agencies worldwide. Our dominance of the airborne platform space has positioned us for explosive and game changing growth into ground-based markets.

WESCAM offers a challenging and dynamic work environment. Work with leading-edge technology and tools, alongside some of the best thought leaders in our industry, in an environment that values work/life balance. Benefits include every second Friday off with pay (9/80 work schedule) in addition to regular vacation and public holidays, free on-site gym, free fruit, free bagels on the last day of the week, a strong focus on continuing education and much more. Most of all, WESCAM is working towards a noble cause. Our work has a direct link to saving people's lives and safeguarding freedom around the world. We truly do make a difference in our work and in the world!

For more information, please check us out at: javascript:void(0);

Learn more about the history of WESCAM...

The Program Manager works hand-in-hand with the assigned Sales Account Manager and In Service Business Manager representative 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 Program 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.

Key responsibilities for assigned Customers include:

a. Development of support schemes

b. Sales and renewals of the identified support schemes

c. Management of all ongoing service activities

d. Monitoring and ensuring Customer satisfaction

e. Provision of performance metrics to both Wescam management and Customers.

Tasks to be accomplished

* Working with the sales team provide strategic direction to Management of each Customer account

* 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

* Act as the primary Program Manager for all In Service Activity

* 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 and work across WESCAM to ensure Customer satisfaction drivers are in place and running efficiently to ensure their current and future demands are met

* Coordinate his or her activities with the other regional/customer staff (Sales, PMO …)

* Using his or her 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 in support Customer account

* Ability to travel both domestically and internationally with short notice

#LI-TM1

Qualifications

Skills Required

* Demonstrate ability to work in a fast-paced service-oriented environment

* Experience dealing with international clients

* Understanding of the strategic business planning process

* Understanding of Aerospace / Military maintenance planning concepts is an asset

* Proven experience in providing complete and innovative solutions to Customers

* Multilingual English, French and Spanish

* Excellent interpersonal and communication skills

* Strong project management skills

* Knowledge of contract terms and conditions and sub-contract management

* Strong presentation skills

* Excellent organizational and time management skills

* Strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of Customer issues

* Able to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution skills

Experience & Education Requirements

* Ten (10) years of In Service Program Management experience in an international environment.

* Five (5) years’ experience in an International Government / Military environment

* University or College graduate in an engineering or business management field

* PMP certification is an asset

* Multilingual English, French and Spanish

Follow Us:

* L3 is an equal opportunity employer. We encourage minorities, women, protected veterans and disabled individuals to apply.

This job description is not intended to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with this job. Management reserves the right to modify, add or remove duties as necessary.

**Please note: L3 WESCAM has an accommodation process in place and provides accommodations for employees with disabilities, both during the selection process as well as during employment.

* CAN Security Clearance Required: None

Schedule
: Full-time

Shift
: Day - 1st

Travel
: Yes, 75 % of the Time

Organization
: Division L-3 Wescam
Apply

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