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Job Details

Manager Global Customer Care

Company name
L3 Technologies, Inc.

Grand Rapids, MI

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Manager, Global Customer Care

L3 Technologies

Grand Rapids


Job #683104151

Manager, Global Customer Care


Manager, Global Customer Care

L3 Aviation Products

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 L3 Aviation Products Division

L3 Aviation Products Division (APD) is a provider of general aviation, and commercial and military avionics. L3 Aviation Products Division manufactures a diverse line of safety-and efficiency-enhancing products for next generation requirements, including transponders, ADS-B systems, configurable voice and data recorders, collision avoidance systems, navigation products, display systems and processors.

L3 Aviation Products Division also offers aftermarket services, including MRO and integrated performance-based logistics for military and commercial systems. Primary business unit sites are Alpharetta, GA; Grand Rapids, MI; and Sarasota, FL. This position is based in Sarasota, FL.

L3 Aviation Products Division in Sarasota, FL

Located on Cattleman Road, the L3 Aviation Products Sarasota operation is in proximity to Florida’s many coastal activities, acres of spectacular parkland and amazing shopping!

The Sarasota location is a business within L3 Technologies and a leading provider Flight Data and Cockpit Voice Recorders with unsurpassed performance, quality and customer support. Notable of our systems is the FA2100 Series of Cockpit Voice and Data Recorders, and others used worldwide.

We are deeply experienced problem-solvers renowned for state-of-the-art solutions that deliver leading capabilities, reliability, and performance that enable and enhance the flying experience.

The Role

Responsible for the strategic growth of Global Customer Care solution. Lead Customer Service Administration teams for the Commercial and Displays business units. Develop and manage the Global Customer Care Centers for Aviation Products. Maximize revenue by up-selling services and maintain highest level customer service Key performance indicators. The Manager will develop a robust Global Customer Care call center while supporting the strategic execution of In-Service Programs.


Develop, execute and maintain successful repair administration activity. Managing customer expectation vs repair operations execution.

Responsible to comply with all OEM and operator agreements. Performance, conditions and pricing.

Tracking financial performance on existing programs and major customers.

Manages repair administration teams in Grand Rapids and Alpharetta. Help develop and build the Global Customer Care Center.

Supports the site’s strategic plans to meet and grow repair sales goals.

Personally interacts with customers, as required, in order to support sales goals.

Insure continued development of L3 CRM.

Insure full integration with our customer focused departments: including in-side sales, Product support and Global Service Operations.

Prepares and reports the monthly sales and Customer Service metricsby business unit and site.

Manages the upsell of repair activity such as service level agreements, service bulletins and extended warranties.

Develop, manage, motivate, mentor and retain customer service representatives for the execution of business plans, strategies and budgets.

Ensures appropriate staffing.

Manages the respective budget for the aftermarket service department.

Communicate market intelligence. Analyzes competition and accurately assesses their strengths and weaknesses to remain competitive.

Prepares or reviews proposals and coordinates with other departments to ensure site capabilities meet the service requirements.

Makes decisions for Customer Service business by assessing ROI, risk and cost/benefit.

Establish and constantly builds a positive reputation, growing contacts and increasing awareness within the aviation community.

Interprets company policy guidelines to employees and enforces safety regulations.

Responsible for maintaining a safe working environment.

Performs job duties in accordance with established procedures in support of Sarbanes-Oxley regulations.

Supports the company’s Affirmative Action goals and promotes achievement of those goals within own areas of responsibility.


Skills and Knowledge

Bachelor’s degree in Business, Marketing, Sales, Management, or a related discipline;

Five (5) years related experience and/or trainingwithin aviation customer service and/or the aerospace industry.

Five (5) years supervisory experience;

Strong leadership skills with proven track record of hiring and developing a strong, effective sales team.

Strong understanding of MRO and program management processes.

Strong business acumen, highly developed analytical skills and recognized for innovative and creative approaches to problem solving.

Strong experience with financials for these types of operations, with an understanding of profit and loss and how sales impacts on P&L.

Experienced in customer relations and problem solving.

Proven experience in implementing inside sales processes and proper measurements to insure success.

Ability to deal effectively with all employees and external business contacts while conveying a positive, sales-oriented attitude.

Ability to communicate effectively, both verbally and in writing, using various communications tools.

Ability to completely maintain confidentiality, discretion in business relationships and exercise sound business judgment.

Maintain a positive reputation within the aerospace industry.

More About L3 Aviation Products Division

Growth. Operational excellence. Talent and teamwork. The highest ethical standards.

These pillars define L3 Aviation Products and our legacy of advanced next-generation avionics solutions ( Aviation Communication & Surveillance Systems), Cockpit and Data Recorders, Standby Systems for general aviation, and Advanced Display Systems and Global Support Services for several markets (general and business aviation, commercial and military aircraft, and helicopters).

Our years of experience and comprehensive product significantly benefit our customers. We draw on these collective strengths and approach every need from multiple perspectives and with an array of solutions.

With every product and service, we provide, L3 Aviation Products customers can expect a single-minded commitment to the right solutions, delivering unsurpassed quality, value and reliability.

L3’s proudest accomplishment has been earning the industry’s trust, and we work without compromise to be worthy of the trust each day.

L3 is an Affirmative Action/Equal Opportunity employer. We encourage minorities, women, veterans and disabled individuals to apply. Equal Opportunity Employer – minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity. L3 maintains a drug free workplace and performs pre-employment substance abuse testing and background checks.


Sales Administration

Primary Location

USA-Michigan-Grand Rapids

US Security Clearance Required:





Day - 1st




Division - Avionics Systems-20000029

Job Level:


Job Posting:

Jun 8, 2018, 7:22:19 AM

Req ID:


Updated 06/12/2018

Company info

L3 Technologies, Inc.
Website :

Company Profile
L3 is a leading provider of a broad range of communication and electronic systems and products used on military, homeland security and commercial platforms. L3 is also a prime contractor in aerospace systems, security and detection systems, and pilot training.

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