Specialist - Service Center Technical

Job description

Specialist - Service Center Technical Reference # 43669 Waterdown, ON About the Role The Technical Specialist, Global Service Center Capability is responsible for implementing, and sustaining the technical, operational, and business system capabilities of a global network of Authorized Service Centers (WASCs) and self-maintainers supporting EO/IR products and systems. This role serves as the primary technical interface between internal stakeholders and external service providers, ensuring facilities, tooling, documentation, and business systems are available and compliant to support repair and maintenance activities worldwide. The Technical Specialist works closely with Product Support, Engineering, Integrated Logistics Support (ILS), Technical Publications, Quality, IT, Supply Chain, and Program Management teams to establish and maintain consistent service center capabilities while driving operational excellence across the global repair network. Primay Responsibilities Global Service Center Development & Sustainment Assess new and existing vendor facilities for authorization as approved service centers Develop facility layouts and floor plans to support repair and maintenance operations. Provide recommendations regarding facility requirements, including space allocation, electrical infrastructure, ESD protection, and workflow optimization. Support implementation of best practices and standardization across the global service center network. Special Tooling, Test Equipment & Calibration Support Install, configure, and calibrate Special Test Tooling and Equipment (STTE) at service center locations worldwide. Validate STTE requirements for new service centers, expanded capabilities, and new business opportunities. Maintain and support the service center STTE database. Provide technical guidance and troubleshooting support for STTE-related issues. Liaise with Integrated Logistics Support (ILS) regarding STTE additions, obsolescence, supersession, and lifecycle management. Deliver training on STTE operation, setup, configuration, and non-standard repair activities to internal technicians Develop business cases, cost-benefit analyses, return-on-investment (ROI) assessments, and implementation strategies to support operational improvement initiatives and capital investments. Business Systems & Technical Support Administer, and maintain service center access to company business systems, and other support platforms. Provide first-line technical support for business system issues and coordinate resolution activities with IT and system administrators. Manage user account provisioning, permissions, and access control in accordance with company security requirements. Process requests for technical data, software, firmware, maintenance manuals, and documentation while ensuring proper authorization and compliance requirements are met. Serve as the primary point of contact for service center inquiries related to facilities, tooling, technical documentation, and support systems Work closely with the ILS and Technical Publications teams to flow down changes to STTE and documentation Quality & Continuous Improvement Participate in Material Review Board (MRB), Engineering Failure Analysis (EFFA), RCAR, and other corrective action review meetings providing technical and follow-up support. Support root cause investigations and implementation of corrective and preventive actions. Assist in development of repair process improvements and standard work instructions. Support service center startup, transition, and capability expansion projects. Analyze Field Service Representative (FSR) and Authorized Service Center (WASC) processes, workflows, resource utilization, tooling effectiveness, and operational performance to identify opportunities for improvement Conduct data analysis to identify trends, performance gaps, capacity constraints, scheduling bottlenecks, and recurring operational issues, and develop corrective action plans Lead continuous improvement initiatives focused on enhancing service quality, turnaround time, productivity, customer satisfaction, and cost efficiency across the global service network Drive standardization of service center processes, procedures, and performance metrics to improve operational consistency and scalability across the global support network Equipment Relocation & Logistics Support Coordinate service center moves, facility transitions, and equipment deployments. Assist with packing, transportation, storage, installation, and commissioning of tooling and equipment. Coordinate logistics activities with Supply Chain, Logistics, and external vendors. Ensure equipment and tooling are properly documented, inspected, and operational following relocation . Required Capabilities Advanced MX-Maint user with strong understanding of embedded software, firmware management, and configuration control principles. Experience operating, troubleshooting, maintaining, and repairing MX-Series EO/IR systems. Experience in assembly, maintenance, test, calibration, and repair of WESCAM MX products. Experience with specialized test equipment, tooling installation, calibration, and sustainment Proficiency with Teamcenter, ERP LN, or similar product lifecycle and business systems. Ability to interpret and review technical documentation, maintenance manuals, and engineering data Effective communication and collaboration skills with customers, service centers, suppliers, and cross-functional teams Ability to provide technical training and support to internal and external stakeholders. Willingness and ability to travel domestic and internationally to support service center assessments, installations, audits, and training activities. 15% Travel Experience working with third-party vendors, subcontractors, or service providers Strong project management, planning, organizational, and coordination skills Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Visio) and Microsoft Project Desired Education and Experiences Requires proficient knowledge of job area. May have practical knowledge of project management. Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience. *This posting is for a current vacancy. In the province of Ontario, Canada, the pay range for this position will be $80,000 to $110,000 #LI-TZ2