Field Service Representative
L3 Communications
58d ago

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 : / /

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.
  • Skills Required

  • 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.
  • 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.

    Division L-3 Wescam

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