Technical Support Specialist

Job Title: Specialist, Technical Support Engineering

Job Code: 33063

Job Location: Rochester, New York

Job Schedule: 5/8: Employees work 8 hours per day, 5 days a week

Job Description:

The L3Harris is looking for a technically minded, detail-oriented, and improvement-focused Technical Support Engineer to join our Technical Assistance Center team. The Technical Support Engineer will collaborate with our talented and experienced team to provide first line technical customer support for our global customer base on L3Harris Mission Critical Communications tactical radio products. Products including the Falcon II - IV product lines including: AN/PRC-152A, AN/PRC-163, AN/PRC-167, AN/PRC-160, AN/PRC-117G and international product familes. Experience with L3Harris Very Small Aperture Terminals (VSAT) SATCOM is additionally desired.

If you’re passionate about technology, excel at customer support, have a background in customer support portal administration and thrive in a fast-paced and collaborative environment, we want to hear from you!

Essential Functions:

• Interact directly with customers through our customer service portal, email, and over the phone.


• Assess the end user's technical challenges and determine the appropriate course of action.


• Provide guidance and best practices on product maintenance, operation and, application.


• Acts as a technical liaison between the end user and internal business partners (e.g. Technical Customer Service, Product Service, Product Line Management, Engineering, Operations, Sales and Program Management).


• Interpret and distribute complex technical solutions to the customer which abide by all ITAR and US export control regulations.


• Responsible for supporting our customer service portal data management and processes.


• Provide end user product related feedback to relevant internal business partners. Contribute to the growing technical knowledgebase leveraged in the department.


• Responsible for identifying, supporting, and implementing process improvements within the department. 


• Ability to obtain a US Secret level clearance.

Qualifications:

• Bachelor’s Degree and minimum 4 years of prior relevant technical support experience.  Graduate Degree and a minimum of 2 years of prior related technical support experience.  In lieu of a degree, minimum of 8 years of prior related techncial support experience

Preferred Additional Skills:

• Areas include communications techniques, operations and maintenance of military HF, VHF & UHF systems.


• Maintenance and Operation Experience with L3Harris VSAT terminal products. Experience with Tactical Communications products a plus.


• Experience in customer technical support.


• Experience in Network Systems Administration, Wireless Networking, IT Support, including knowledge of networking router technologies.


• Experience with Lean Six-Sigma continuous improvement projects.


• Strong interpersonal, oral and written communication skills.


• Able to analyze problems and strategize for better solutions.


• Desired AAS/BS in Technology or equivalent military experience in relative technical areas to include the development, manufacture, support, operation, application and maintenance of tactical communications equipment.


• Veterans may include a Joint Service Transcript: https://jst.doded.mil/official.html 


• Strong problem solving and collaboration skills

In compliance with pay transparency requirements, the salary range for this role is $63,500 - $117,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.