Note: The job is a remote job and is open to candidates in USA. AeroVironment, Inc. is a premier autonomous systems company in the U.S. that delivers breakthrough capabilities across various domains. They are seeking a Customer Service Technician Lead to optimize customer-facing procedures for technical and operational support, ensuring clients receive accurate assistance and maintaining high performance metrics.
Responsibilities
- Take direction from, and provide regular, accurate activity reporting to, the Customer Service Sr. Manager, Operations Action Center
- Perform shift work to support 24/7/365 emergency and urgent/mission‑critical customer support for external customers operating MUAS product lines
- Work closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training, and Documentation changes
- Provide hands‑on, onsite, and remote technical support for medium UAS systems at international customer locations
- Serve as the primary point of contact for technical support for Spanish‑speaking clients, ensuring their needs are fully understood and addressed
- Train end users on UAV operations, maintenance, and best practices, both in person and virtually
- 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
- Coordinate with appropriate AV resources to complete customer inquiries effectively and in a timely manner
- Document all interactions in the designated customer service system
- As required, attend and/or organize AV meeting series to ensure timely resolution of open customer service issues
- Provide accurate, valid, and complete information using appropriate methods and tools
- 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
- 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
- As department continues to grow, lead and mentor teammates
Skills
- 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
- 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
- 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 lift assets up to 100 lbs (occasional)
- Ability to travel internationally and live/work in dynamic environments (frequent)
- U.S. citizenship required
- Must be able to obtain a U.S. passport
- May be required to obtain a Secret or Top-Secret clearance
- 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
Benefits
- Medical
- Dental vision
- 401K with company matching
- A 9/80 work schedule
- A paid holiday shutdown
Company Overview
At AV, we build shoulder-to-shoulder with our customers, delivering systems shaped by real-world missions, not theoretical requirements. It was founded in 1971, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://www.avinc.com/.