Customer Service Tech Lead

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🔥 0 minutes ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $68k - $96.6k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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AeroVironment

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1971

🚀 Aerospace

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2023-09

Aerospace • Defense • Artificial Intelligence

AeroVironment is a pioneering technology company specializing in advanced uncrewed systems and autonomous solutions. With a rich history of over 50 years, AeroVironment designs and produces innovative technologies including drones, loitering munition systems, and uncrewed ground vehicles, primarily for defense and government applications. Their products are known for enhancing operational capabilities and redefining expectations in autonomous technology to meet evolving challenges on the battlefield and beyond.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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