Customer Support jobs in United Kingdom

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 Technologies is the Trusted Disruptor in the defense industry. 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.

From 11 UK sites, our team of nearly 1,000 people delivers unique capabilities across space, air, land, sea and cyber for military, security and commercial customers across the UK and worldwide.

L3Harris in Tewkesbury is our HQ for our Intelligence & Cyber International division. In the land domain, our T7 and T4 multi-mission robots deliver next-generation remote capabilities and uncompromised performance. We design and manufacture world-leading land force protection systems, cyber and electromagnetic activities (CEMA), electronic warfare (EW) and encryption capabilities. Our cyber capabilities provide an information advantage in the fields of kinetic conflict, cyber warfare, force protection and counterterrorism.

• Half day finish on a Friday
• 25 days holiday per year (plus bank holidays), increasing with long service and with the opportunity to buy/sell up to 5 days
• Private medical insurance with optional family cover
• Pension scheme of up to 8% employer contribution
• Life Assurance 4x salary (flexible up to 10x)
• Group income protection
• Flexible opt-in extras such as a health care cash plan, dental insurance, gym membership, critical illness cover, cycle to work scheme and electric car scheme
• Employee Family Assistance Program providing mental health and wellbeing support
• Professional membership reimbursement (discretionary)

Are you looking for the next step in your defence and cyber career and seeking a Technical Service Portfolio Manager role? We have a new opportunity for an experienced professional to join our Intelligence & Cyber EMEA division. The role will report to our Head of Customer Services and will run a portfolio of c£20M of Customer Service and Delivery Contracts across a diverse Customer base, including management of a technical engineering services team. Working with Stakeholders across the business, contracts and team sizes may vary but you will receive support from senior managers, peers and the Project Management Office (PMO).

At L3Harris, in our Intelligence & Cyber International (ICI) division, we work closely with UK Government and allies to shape and build cutting-edge solutions that combat the ever-evolving threats faced by the public and private sectors on a daily basis.

The responsibilities of your role will include the following:

• Responsible for the On-Time, On-Cost & On-Quality delivery of all Customer Service & Support activities within the Information Resilience business. Including management of a technical help-desk service.
• Manage and apportion product shipments to maximise revenue profiles.
• Act as the primary Customer focal for On-Contract activity and provide status reporting on Service Contract performance/changes to Customers and Senior Management.
• Planning and designing Service Capabilities to support business growth in-line with Strategic Priorities and 5-Year Plan.
• Plan, specify and maintain the Products and/or Projects in-line with the Strategic Plan/Technical Roadmap ensuring benefits align, EoL and EoS activities are planned and controlled.
• Develop and maintain close relationships with Internal, External and Customer stakeholders to develop a successful product portfolio and competitive Service solutions that are underpinned by wider stakeholder acceptance and buy-in.
• Contribute to the development of the competitive market and product strategies, ensuring robust competitive advantage and differentiation is achieved, including recommendations for introductions, changes and enhancements over respective product life-cycles.
• Engagement and collaboration with stakeholders to ensure alignment with L3Harris’s Strategic national and international objectives. Provide pre‑sales technical support to the Sales & BD team, engaging with Customers to understand their technical requirements.
• Act as a Voice of the Customer to assist in the prioritisation and development of new Products and Services.
• Deliver briefings to internal personnel to develop understanding of current and future product issues and capability gaps.
• Define key outcomes and successful trial criteria. Working with internal stakeholders to execute product trials and demonstrations in both the UK and Overseas in support of Sales & BD activities.
• Provide support to the Sales & BD personnel on Customer visits to build and maintain Customer relationships.
• Support the Sales & Marketing team in developing and winning Customer Funded Development (CFD) opportunities for the product family and manage or support associated Bids as required.
• Contribute to benchmarking L3Harris Customer Services against market segment peers and best practice in order to assess performance and identify areas for improvement.
• Work to support commercial aspects of assigned Contracts including change control and adherence to terms.
• Contribute to Produce Exec/Ops reports as requested.
• Team management with focus on problem solving, brainstorming with mentorship of team members.
• Responsibility for the effective management of assigned staff, including team briefings, appraisal, salary review, skills assessment, succession planning, career development and training.

The role requires the following experience and skills:

• Ideally 10+ years of project management experience including schedule, scope, risk and opportunities, resource and financial management and reporting.
• Previous experience working within a defence environment within the Cyber space.
• Highly computer literate in MS Office and MS Project.
• Strong interpersonal skills combined with experience of leading teams and managing relationships with all levels of the business.
• Full project lifecycle experience including the practical and effective use of formal project and risk management tools and methodologies.
• Financial experience of reporting including sales revenue.
• Team management experience.

Due to the nature of our work many our roles require a UK nationality and the ability to obtain a security clearance. Applicants who accept a conditional offer of employment must meet the requirement of right to work in the UK and must meet eligibility requirements for access to classified information and will be subject to government security checks.

L3Harris Technologies is proud to be an Equal Opportunity Employer. We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities for all. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.