Service Operations Supervisor

Service Operations Supervisor

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.

Our work environment is both challenging and dynamic – our physical environment is state of the art. Here’s what you can expect by joining L3Harris WESCAM:

• Brand new, custom-built 330,000 sq ft Engineering and Production facility atop the Waterdown escarpment in Hamilton
• Close to hiking paths along the Bruce trail
• Every other Friday off (paid – with our rare 9/80 work schedule)
• 18000 sq ft subsidized Café including 12 mini- Café areas throughout the complex
• Free 10,000 sq ft on-site gym
• Free wellness programs
• Free fruit, bagels and coffee
• Remote /hybrid work options, hoteling stations providing flexibility and multiple work options
• Wellness rooms – first aid, prayer, mother’s room and quiet zones
• Work / Life balance
• Real opportunities for growth and development
• A diverse and inclusive working culture
• Everyone’s role at L3HARRIS WESCAM contributes to protecting people’s lives

Googlemaps that will show you your commute to our new site: https://bit.ly/2W9W06W)

Not seeing what you were looking for? Explore all Hamilton Jobs Here or all Toronto Jobs Here

About the Role

Primary Responsibilities

• Manage and lead the Service Operations team to provide service excellence including;
  • Employee development, coaching and training
  • Develop efficient delivery of all functions within department and in cross functional teams
  • Prioritize workload and distribute across team
• Define and implement process and tools to support global service events including repair/upgrade scheduling, capacity planning and repair tracking
• Develop and maintain process documentation for Service Operations and Service Centers
• Manage and coordinate the end to end activities of a customer repair or upgrade
• Ensure repair schedule meets customer commitments and internal goals (revenue, OTD) and manage escalations
• Maintain timely and accurate repair data entry into ERP system
• Define key performance metrics and drive performance to meet goals
• Report Service Center RTAT overall and Customer experience RTAT
• Provide management team with status reports
• Develop strategic and tactical plans for continuous improvement in processes and systems
• Participate in Service Center Provider improvement activities
• Develop strong working relationships with the Customer Service, Service Center, Supply Chain, Materials, Quality and Finance teams

Required Capabilities

• Superior oral and written communication skills
• Management and leadership skills with solid attitude towards a team environment
• Talented at developing solid working relationships with staff across all business units and collaborating with diverse personality types
• Ability to prioritize workload and coordinate activities inter-company and amongst multiple departments
• Skilled facilitator that is able to bring various external and internal personnel together in a cohesive and highly engaged team
• Advanced user of Microsoft Office tools with an emphasis on Word & Excel, PowerPoint, MS project and Visio
• Team player attitude with a high sense of urgency to respond to time-sensitive issues

Desired Education and Experiences

• Five (5) years of experience in a service or repair environment
• Three (3) years of experience in a leadership role
• University Degree/College Diploma in Business Operations, Supply Chain or related field
• Experience in aerospace/military product support an asset
• Must be eligible to meet requirements for Controlled Goods Program (CGP)
• Knowledge of ISO9000/AS9100 standards a plus

About L3Harris Technologies

In July 2019 – L3 Technologies and Harris Corp merged to become L3Harris Technologies, becoming an agile global aerospace and defense technology innovator, delivering end-to-end solutions that meet customers’ mission-critical needs. The company provides advanced defense and commercial technologies across air, land, sea, space and cyber domains.

Our customers perform on the world’s most challenging front lines. They trust us to keep them prepared for what’s next. We combine speed, innovation and flawless execution to give people confidence and security in the world ahead.

As we relentlessly pursue new ideas, we know that everything we bring to market must deliver, without fail, every time. The urgency of our quest is matched by our commitment to the people we serve. In a world of ever accelerating change, threat environments move fast. We move forward faster, delivering industry-leading value.

Organized into four segments – Integrated Mission Systems, Communications Systems, Space & Airborne Systems and Aviation Systems – L3Harris Technologies employs over 50,000 people worldwide in over 130 countries with annual revenues approximately $17 billion.

To learn more, visit https://www.l3harris.com/capabilities