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L-3 Communications Holdings, Inc.

Sr Customer Support Engineer

L-3 Communications Holdings, Inc. - Phoenix, AZ

Description SR. CUSTOMER SUPPORT ENGINEER Aviation Communications and Surveillance Systems (ACSS) - Phoenix About L3 Technologies L3 Technologies is a leading provider of a broad range of communication, electronic and sensor systems used on military, homeland security and commercial platforms. L3 is also a prime contractor in aerospace systems, security and detection systems, and pilot training. About Aviation Communication & Surveillance Systems (ACSS) Aviation Communication & Surveillance Systems (ACSS), is a leader in safety avionics systems that increase safety, situational awareness and efficiency for commercial and military flight operators. ACSS is 70% owned by L3 and 30% owned by Thales, is a joint venture managed by L3\u2019s Aviation Product sector. ACSS designs and manufactures products for all aircraft and helicopter segments, and supports products for air transport and regional airlines, business aviation, and helicopter, general aviation, and military aircraft operators. More than 75,000 ACSS products are operating in commercial, corporate and military aircraft. ACSS in Phoenix, Arizona Located conveniently near route 101 and 7th Avenue in Phoenix, ACSS is in close proximity to desert mountains for hiking and outdoor activities, amazing shopping, and within 90 miles of mountain lakes and forests. ACSS is a leader in producing avionics systems that increase safety, situational awareness and efficiency for commercial and military flight operators. ACSS products include the T3CAS\u00ae Integrated Communications and Surveillance Systems, TAWS \u2122, NXT-600\/700\/800\u2122 Mode S Transponders, NXG-900\u2122 ADS-B Compliant WAAS Sensor, SafeRoute\u00ae ADS-B In and TCAS 3000\u2122. The Role The Customer Support Engineer (CSE) will be responsible for providing world class support to all ACSS customers on communication & surveillance products such as: TCAS, TAWS, ADS-B Mode S Transponders and Lynx. As a key member of the Customer Support organization, this individual will represent ACSS via daily interaction with customers in support of their operations and maintenance of the ACSS equipment installed on their aircraft. This individual will represent the \u201cvoice of the customer\u201d, bringing their requests and concerns to the engineering and leadership of ACSS to be actioned. These responsibilities will have a significant impact on customer satisfaction, the organization's reputation, costs and future sales. 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 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 ACSS customers. The CSE 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 considera\u00adtions or customer support issues may be complex. Ideal candidate will have a working knowledge and experience in GA, AT, Business Jet, and Military market segments and personal interaction with operators and dealers. This position will report into Manager of Customer Support. Responds to customer inquiries and concerns verbally, in writing and in personal vis\u00adits, providing technical guidance and expertise to resolve technical or service issues of immediate customer concern. Candidate must be willing to respond to 24\/7 when the customer is facing an AOG situation. Raises issues on a priority level to organization leadership as required when customer satisfaction is at stake. Captures customer issues in a Customer Relationship Management (CRM) tool and create Knowledge Management (KM) articles to ensure customer issues are quickly and easily responded to the next time they arise. Responds to customer inquiries regarding logistical and commercial issues and implements or recommends resolution actions to leadership in creating solutions. Focus on continuous improvement of the customer support processes and tools in order to provide a higher level of customer engagement and first time problem resolution Provide installation support to Customers and Dealers to ensure a smooth entry into service Provide support to the ACSS repair stations in cases where additional information is required from the Customer. Liaise with the Customer to gather additional information regarding the removals as necessary in cases where the reason for removal is not being confirmed or repetitive failures exist. Proactively monitors product performance and identifies issues before customers. Generates reports as necessary to support customer requirements. Makes recommendations for modifications to improve reliability and customer confidence. Monitors internal engineering changes (affecting products) to determine the impact (to customer program). Contributes to the creation of ACSS field service bulletins or information letters to inform the affected customers, as required. Responsible for the development and enhancement of training materials. Presents training programs and individual training experiences to ensure that cus\u00adtomers and dealers are effectively trained in all phases of product installation and maintenance. Qualifications Skills and Knowledge Bachelor's degree in Aviation, Engineering, or a related discipline and 5 years related experience or 10 years related experience in lieu of degree preferred. Requires thorough knowledge of digital and solid state electronics with specific avion\u00adics 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; 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. More About L3 ACSS Our vision is to provide innovative aviation solutions that protect lives. We celebrate the ACSS guiding principles: People, Agility, Customers, Quality and Technology. To achieve ACSS goals, we need creative and innovate thinkers. Every individual in our company brings a unique background and perspective, and a unique set of capabilities. Our differences are assets and resources that determine our success! To compete and win, we continually strive to create an environment where everyone is a valued member of the team with the opportunity to maximize his or her personal contribution. Limitless possibilities and innovations exist with different ideas, backgrounds and ways of getting the job done. ACSS is an Affirmative Action\/Equal Opportunity employer. We encourage minorities, women, veterans and disabled individuals to apply. Equal Opportunity Employer \u2013 minorities \/ females \/ veterans \/ individuals with disabilities \/ sexual orientation \/ gender identity. ACSS and L3 maintains a drug-free workplace and perform pre-employment substance abuse testing and background checks.US Security Clearance Required:None Schedule :Full-time Shift :Day - 1st Travel :Yes, 25 % of the Time Organization :Division - Aviation Comm. & Surveillance-20000021 Job Level :Individual Contributor

9 days 11 hours ago

L-3 Communications Holdings, Inc.


Sr Customer Support Engineer L-3 Communications Holdings, Inc. - Phoenix, AZ, United States


Location: Phoenix, AZ

Company Profile:
L-3 is a prime contractor in Command, Control, Communications, Intelligence, Surveillance and Reconnaissance (C3ISR) systems, aircraft modernization and maintenance, and national security solutions. L-3 is also a leading provider of a broad range of electronic systems used on military and commercial platforms. Our customers include the U.S. Department of Defense and its prime contractors, U.S. Government intelligence agencies, the U.S. Department of Homeland Security, U.S. Department of State, U.S. Department of Justice, allied foreign governments, domestic and foreign commercial customers and select other U.S. federal, state and local government agencies.