Sr Associate, Service Center Project Manager, L2Reference # 42410 Waterdown, ONAbout the RoleThe Service Center Project Manager is responsible for the development, implementation, sustainment, and performance management of a global network of authorized service centers supporting Electro-Optical/Infrared (EO/IR) products and systems. This role serves as the primary interface between the company, service center partners, and customers to ensure service capabilities are established, maintained, and continuously improved in accordance with contractual, regulatory, quality, and business requirements.
The Project Manager will lead activities related to partner capability validation, vendor due diligence, negotiation and administration of service center subcontracts, service capability implementation and sustainment, performance monitoring, quality audits, and financial management. The position requires strong cross-functional leadership, coordination with internal stakeholders, and the ability to drive accountability across a geographically dispersed network of service providers while ensuring customer satisfaction and business objectives are achieved.
Primary Responsibilities Service Center Development & Capability Management
- Assess new and existing vendor capability to operate as an authorized service center.
- Conduct vendor qualification and due diligence reviews, including technical, operational, quality, financial, and compliance assessments.
- Develop and execute service center onboarding, authorization, and certification processes.
- Implement and sustain service center capabilities including:
- Tooling and special test equipment
- Facilities and infrastructure requirements
- Export compliance and regulatory requirements
- Quality management systems
- Technical repair and maintenance capabilities
- Workforce competency and capacity planning
- Manage implementation projects for new service centers and capability enhancements.
- Support localization and industrial participation/offset requirements associated with customer contracts.
- Develop and maintain service center capability roadmaps aligned with business growth strategies.
Contract & Vendor Management
- Negotiate and manage service center subcontract agreements and associated statements of work.
- Ensure subcontract terms align with customer contractual obligations and business objectives.
- Manage subcontract performance, compliance, renewals, amendments, and issue resolution.
- Establish and maintain productive relationships with service center partners and key stakeholders.
- Ensure service centers comply with contractual requirements, business policies, and authorized service center standards.
Performance Monitoring & Continuous Improvement
- Establish and monitor key performance indicators (KPIs) related to:
- Turnaround time
- On-time delivery
- Quality performance
- Customer satisfaction
- Financial performance
- Monitor service center performance and drive corrective actions where required.
- Support monthly reporting of operational, financial, quality, and performance metrics.
- Analyze trends and identify opportunities for operational improvements and cost reductions.
- Lead weekly and monthly business reviews with WESCAM Authorized Service Centers (WASCs).
- Track open issues, action items, and improvement initiatives through successful closure.
Quality, Compliance & Audit Support
- Ensure service centers maintain compliance with company quality standards, export regulations, regulatory requirements, and contractual obligations.
- Support service center audits, assessments, and surveillance activities.
- Support QA in tracking quality escapes, customer complaints, and non-conformances utilizing Root Cause Corrective Action (RCCA) processes.
- Coordinate corrective and preventive action plans with internal and external stakeholders.
- Ensure service center compliance with all WESCAM contractual, technical, and quality requirements.
- Support continuous improvement initiatives focused on quality, reliability, and customer satisfaction.
Financial & Program Management
- Manage annual operating budget forecasting, planning, and execution for global service center operations.
- Lead the preparation, justification, and submission of CAPEX requests, partnering with Finance and Procurement teams to acquire, track, and ensure the timely delivery of critical test equipment in support of project objectives and schedules.
- Collaborate with the Bids & Proposals (B&P) team, ensuring accurate cost estimates, pricing, and timely submission of proposals for WASC-funded test equipment acquisitions.
- Process and validate monthly service center invoices for accuracy and contractual compliance.
- Monitor service center financial performance and identify opportunities for cost optimization.
- Support strategic planning, business process reviews, and operational excellence initiatives.
Training & Stakeholder Coordination
- Coordinate technical, quality, and operational training programs for service center personnel.
- Work closely with Engineering, Supply Chain, Quality, Operations, Finance, Contracts, Export Compliance, and Customer Support organizations.
- Facilitate knowledge transfer and capability development across the service center network.
- Support customer visits, audits, and service capability demonstrations.
- Ensure lessons learned and best practices are implemented across the global service center network.
Required Capabilities
- Proactive, results-oriented problem solver with a strong sense of ownership and commitment to execution.
- Ability to work independently and make sound decisions with minimal supervision.
- Strong project management, planning, organizational, and coordination skills.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Strong stakeholder management skills with the ability to influence and collaborate across cross-functional, global, and culturally diverse teams.
- Ability to manage multiple priorities and balance competing business demands in a fast-paced environment.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and Microsoft Project.
- Strong analytical skills with the ability to interpret operational, quality, and financial performance data.
- Effective negotiation and vendor management skills, including contract administration and issue resolution.
- Continuous improvement mindset with demonstrated ability to identify risks, drive corrective actions, and improve operational performance
- Ability to travel domestically and internationally as required. 5% travel
- Experience working with third-party vendors, subcontractors, or service providers.
- Experience managing cross-functional projects in a technical or aerospace/defense environment preferred.
- Knowledge of EO/IR systems, aerospace products, defense programs, or complex technical equipment considered an asset.
- Familiarity with quality management systems, regulatory compliance, and export-controlled environments preferred.
Desired Education and Experiences
- Requires practical knowledge of job area.
- Bachelor's Degree and a minimum of 2 years of prior related experience.
- Graduate Degree or equivalent with 0 to 2 years of prior related experience.
- In lieu of a degree, minimum of 6 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 $65,000 to $110,000
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