Customer Service Tech Lead

Emploi pas sur LinkedIn

🕒 il y a 1 jour

🌲 Oregon – Distant

🌲 Oregon – Remote

💵 $68 000 - $96 600 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

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AeroVironment

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1971

🚀 Aérospatiale

🤖 Intelligence artificielle

💰 Post-IPO Equity en 2023-09

Aerospace • Defense • Artificial Intelligence

AeroVironment est une entreprise technologique pionnière spécialisée dans les systèmes sans équipage avancés et les solutions autonomes. Avec une riche histoire de plus de 50 ans, AeroVironment conçoit et produit des technologies innovantes, y compris des drones, des systèmes de munitions rôdeuses et des véhicules terrestres sans équipage, principalement pour les applications de défense et gouvernementales. Leurs produits sont reconnus pour améliorer les capacités opérationnelles et redéfinir les attentes en matière de technologie autonome pour répondre aux défis évolutifs sur le champ de bataille et au-delà.

Description

• The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests. • Works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers. • Respond to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues. • Collaborate with product and engineering teams to resolve complex problems. • Document issues and resolutions, providing clear training and guidance to clients. • Meet or exceed performance metrics related to response time and customer satisfaction. • Participate in an on‑call rotation to support the 24/7 schedule of the response team.

🎯 Exigences

• 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. • 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.

🏖️ Avantages

• medical • dental vision • 401K with company matching • a 9/80 work schedule • paid holiday shutdown