Customer Service Tech Lead - OAC

Responsibilities

• Respond to international client inquiries via phone, email, and live chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Collaborate with product and engineering teams to resolve complex problems.
• Document issues and resolutions, provide clear training and guidance to clients.
• Train end users on UAV operations, maintenance, and best practices.
• Provide technical support to resolve customer issues.
• Coordinate with appropriate AV resources to complete customer inquiries.
• Attend and/or organize AV meeting series to ensure timely resolution of open customer service issues.
• Build trusting and sustainable professional relationships with customers through open, interactive communication.
• Work effectively in a team environment and communicate with senior leadership as well as peers.
• Participate in a shared on-call schedule and be willing to work long, irregular hours, weekends, and holidays as necessary.

Qualifications

• 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.
• 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.
• Demonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactions.
• Problem solving mindset; self starter comfortable working independently in dynamic environments.

Other Qualifications & Desired Competencies

• Military or defense sector experience.
• Experience providing training or customer onboarding in both English and Spanish.
• Active Secret or TS clearance.
• Strong analytical skills to solve a wide range of complex problems.
• 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.
• Demonstrated initiative and drive to accomplish goals and meet company objectives.
• Takes ownership and responsibility for current and past work products.
• Committed to learning from mistakes and improving the performance of oneself, others, and the company.
• Strong written and verbal communication skills, including the ability to present information orally.

Physical Demands

• Sit and stand for extended periods.
• Use hands and fingers to operate a computer and telephone keyboard.
• Lift assets up to 100 lbs.

Special Requirements

• U.S. citizenship required.
• May be required to obtain a Secret or Top-Secret clearance.

Benefits

• Medical, dental, vision, 401K with company matching.
• A 9/80 work schedule.
• A paid holiday shutdown.

About AV

• AeroVironment is an equal opportunity employer.
• We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans.
• We are committed to diversity and inclusion in the workplace.