Customer Service, Field Dispatch

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Description

Customer Service Dispatch Agents are responsible for handling inbound and outbound calls, email, and an incident management queue in a call center environment. Using the tools and procedures provided, you will be responsible for finding the closest technician to a site in need, checking their availability, and working out the logistics to get them on the road within the allotted timeframe while following standard procedures.

The ideal candidate will have excellent communication and customer service skills, be detail oriented and remain calm during urgent and sometimes stressful situations. This position requires flexibility as being on-call is required at times.

Essential Functions

• Using excellent customer service skills, the ideal candidate will clearly and effectively share information via oral and written communication.
• Follow standard procedures and prioritize tasks according to urgency and importance.
• Work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
• Support Disaster Recovery Plan, if initiated. Support Field Services in an on-call capacity as needed.
• Strong attention to detail and adherence to policies and procedures.
• Log detailed notes regarding communications between responsible parties.
• Maintain all incidents for the Field Technicians. This includes: submitting new incidents, updating existing incidents, and helping technicians resolve incidents.
• Track metrics and seek operational improvements

Qualifications

• Requires a High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.
• Ability to obtain and maintain a Public Trust Security Clearance.

Preferred Additional Skills

• AA-AS Degree desired
• Experience with Office Applications (Outlook, Excel)
• Experience with Remedy Incident Management System (or equivalent)

L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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