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 : http : / / www.WESCAM.com
Learn more about the history of WESCAM...
Tasks to be Accomplished
Independently perform a wide variety of activities associated with installing, maintaining, and servicing L3 WESCAM products at customer sites in accordance with pre-
established processes, while adhering to established customer deadlines.
Provide technical support to customers in solving technical problems incurred in the installation or operation of WESCAM products.
Assignments may include technical upgrades to customer owned WESCAM systems and may require working with Systems Engineering.
Assist in the technical support event and as required interface with the WESCAM Engineering Early Field Failure Analysis Team (EFFA) during troubleshooting of WESCAM systems.
Maintain currency and skills in troubleshooting techniques for WESCAM products.
Assist WESCAM Integrated Logistics Support (ILS) and Subject Matter Experts (SME) to solve technical issues with WESCAM products.
Provide feedback to the ILS Group on issues related to Service Processes and technical documentation.
Provide remote technical support to an international team of Field Service Representatives (FSR), WESCAM Authorized Service Centers (WASC) and self-maintainer customers.
May conduct technical seminars and training for customer or company personnel, as well as informal on-the-job training for other field service staff members and customers.
Interface with WESCAM customers, directly or on the phone, while projecting a positive image of WESCAM that will meet our customer's highest expectations for service and support of their WESCAM equipment.
Document repairs in the WESCAM field service reports and repair documentation.
Integrate with WESCAM In-service Account Managers (ISAM) to provide field data, feedback, and guidance for the WESCAM Authorized Service Centers (WASC) and self-maintainers.
Provide technical guidance and quotation support to the CSG In-service Account Coordinators (ISAC).
Conduct product setup and demonstrations at tradeshows and customer sites.
Rotation of shift may be required to support business needs
Rotation into the Product Support role is required
On a scheduled basis provide after hours on-call support
Approximately 60% travel to domestic or international locations.
Excellent communication skills.
Excellent customer service, and customer care skills.
Ability to analyze and make informed decisions that directly impact customer satisfaction
Excellent technical and analytical troubleshooting skills.
Ability to read and interpret schematics, manuals and procedures.
Strong organizational skills. Detail oriented; and problem solving skills.
Ability to work both independently and within a Team environment.
Experienced with Microsoft Office software and other WESCAM software tools.
Poised and calm under pressure, and adept multi-tasking skills.
Familiar with ITAR and controlled goods regulations.
Ability to work as an international team servicing multicultural customers along with being sensitive to cultural and religious diversity.
Experience and Education Requirements
Community College Diploma in mechanical / electrical / electronic technology or equivalent
Skilled troubleshooting experience with electronics, optical, and mechanical systems. Ability to troubleshoot system faults to the component level and the ability to work with Quality, and Mechanical / Systems Engineering to take corrective action.
Minimum five years Customer Service experience
Minimum three years’ experience with the MX product line an asset.
Strong customer service skills, and serve as part of a motivated and diverse team.
Knowledge in electronic and mechanical test equipment is required.
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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.
Division L-3 Wescam