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Posted 22 hours agoCustomer Service Tech Lead - OAC
Remote
Responsibilities
- Perform shift work to support 24/7/365 emergency and urgent/mission‑critical customer support for external customers operating MUAS product lines.
- Train end users on UAV operations, maintenance, and best practices, both in person and virtually.
- Coordinate with appropriate AV resources to complete customer inquiries effectively and in a timely manner.
- Document all interactions in the designated customer service system.
- Build trusting and sustainable professional relationships with customers through open, interactive communication.
- Maintain a high level of professionalism and establish positive rapport with every customer.
- Take direction from, and provide regular, accurate activity reporting to, the Customer Service Sr. Manager, Operations Action Center.
Requirements
- Provide hands‑on, onsite, and remote technical support for medium UAS systems at international customer locations.
- As required, attend and/or organize AV meeting series to ensure timely resolution of open customer service issues.
- As department continues to grow, lead and mentor teammates. Basic
- Qualifications (Required Skills & Experience): Bachelor’s degree or equivalent combination of education and experience. 7+ years of related
- experience in customer support or technical support, preferably with UAS or related aerospace/defense technologies.
- Must be Bi-Lingual - Professional fluency in both English and Spanish (written and verbal).
- Willingness and ability to travel internationally up to 60% of the time, sometimes on short notice.
- Strong proficiency with Microsoft Office Suite.
- Knowledge of Enterprise Resource Planning (ERP) systems and their role in logging, tracking, and documenting cases.
- Strong communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner.
- experience with incident responses, repair processes, and customer interactions. Problem solving mindset; self starter comfortable working independently in dynamic environments. Other
- Experience providing training or customer onboarding in both English and Spanish.
- Ability to work with minimal supervision and exercise independent judgment on a regular basis.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, blueprint, or sketch form.
- Proficiency with computers, office software, and productivity tools.
- Strong interpersonal and communication skills with the ability to work effectively across disciplines.
- Ability to excel in a fast paced, deadline driven environment.
- Strong written and verbal communication skills, including the ability to present information orally.
- Physical Demands Ability to work in an office environment (constant).
- Required to sit and stand for extended periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (frequent).
- Ability to travel internationally and live/work in dynamic environments (frequent). Special
- Must be able to obtain a U.S. passport.
- May be required to obtain a Secret or Top-Secret clearance.
- From AI-powered drones and loitering munitions to integrated autonomy and space resilience, our technologies shape the future of warfare and protect those who serve.
Benefits
- Clearance Level No Clearance The salary range for this role is: $68,000 - $96,600 AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.
- benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.
- We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans.
Contact
- For more information about our company benefit offerings please visit: http://www.avinc.com/myavbenefits .
- We also encourage you to review our company website at http://www.avinc.com to learn more about us. Principals only need apply. NO agencies please.
Additional details
- Worker Type Regular Job Description Summary The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests.
- This position reports directly to the Customer Service Sr. Manager, Operations Action Center, and works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers in accordance with standards, publications, and training.
- Responsibilities include responding to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues; and collaborating with product and engineering teams to resolve complex problems.
- Consistently documenting issues and resolutions, providing clear training and guidance to clients on product usage and best practices, and meeting or exceeding performance metrics related to response time and customer satisfaction are fundamental.
- This position participates in an on‑call rotation to support the 24/7 schedule of the response team. Position
- Work closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training, and Documentation changes.
- Serve as the primary point of contact for technical support for Spanish‑speaking clients, ensuring their needs are fully understood and addressed.
- Receive support requests from internal and external customers via phone, email, or in person.
- Provide technical support to resolve customer issues.
- Understand customer needs and how to meet them through the use of repair centers, asset management, and business processes/technology.