Customer Service Systems Engineer, Sr.

AeroVironment•Petaluma, CA

38d•Onsite

About The Position

The Customer Service Systems Engineer, Sr. – Operations Action Center, in this senior-level role, implements and maintains world-class customer facing standard procedures for technical and operational support requests from internal and external customers alike. This position reports directly to the Customer Service Sr. Manager, Operations Action Center and works system wide with Product Line Management, Program Management, Senior Staff Engineering, and Field Operations to ensure that customers receive accurate and up-to-date technical and operational answers in accordance with standards, publications, and training.

Requirements

Bachelor's degree or equivalent combination of education and experience is preferred
8-12 years of relevant experience providing technical support, or equivalent combination of education, training, and experience on uncrewed systems
Prefer multi facet engineering experience that encompasses whole system approach to UAS operations
Prefer to have a strong level of expertise in the Microsoft Office Suite
Knowledge of Enterprise Resource Planning (ERP) systems and how these systems play a role in manufacturing emphasizing quality linked to customer support
Strong communication skills & ability to resolve customer issues in friendly, fair, and firm fashion
Strives to improve the customer's experience with incident responses, repair processes, and customer interaction
Has effective problem-solving, analytical, and interpersonal skills
Strong system level analytical skills with which to solve various degrees of complex problems
Ability to work with little or no supervision and exercise independent judgment on a regular basis
Ability to interpret a variety of instructions furnished in written, oral, diagram, blueprint, or sketches.
Basic computer skills and proficiency with office software and productivity tools
Strong communication skills as well as interpersonal skills with the ability to work well with others across disciplines.
Ability to excel in a fast-paced, deadline-driven environment
Strong initiative and drive to accomplish goals and meet company objectives
Takes ownership and responsibility for current and past work products.
Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company.
Good written and verbal communication with the ability to present orally

Nice To Haves

Previous experience in analyzing UAS telemetry and writing reports based on findings that lead to optimal decision making and resolution of Safety of Flight issues
Must have the capability to obtain a U.S. passport for travel.
May be required to obtain a Secret or Top-Secret clearance.
Secret or Top Secret clearance, or the ability obtain a clearance is desired.

Responsibilities

Take directions from and provides regular and accurate direct reporting of activities to the Customer Service Sr. Manager, Operations Action Center
Responsible for on-call work supporting 24/7/365 emergencies and urgent/mission critical customer support for all global internal and external customers operating the MUAS product lines
Work with Senior Staff Engineers in flight telemetry analytics for Root Cause Corrective Action (RCCA) teams
Produces Flight Safety - Mishap Investigation Reports based on the analysis of flight data associated with MUAS product line mishaps
Work closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training and Documentation changes
Often train with third-party products and services to provide system level technical and operational expertise and solutions to customers
Receives requests from Customers, both internal and external, via phone, email or in person for support
Understands customer needs and how to meet those needs through utilization of repair centers, asset management, and business processes/technology
Coordinates with necessary AV resources to effectively complete customer inquiries in a timely fashion
Documents all interactions in the designated customer service database
As required, attends and/or organizes AV meeting series to ensure a timely resolution to open customer service issues
Provides accurate, valid, and complete information by using the appropriate methods and tools
Builds trusting and sustainable professional relationships with customers through open and interactive communication.
Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every customer
Works well within a team environment, communicating with senior leadership as well as mentoring junior staff
Ability to share an on-call schedule and is expected to work long irregular hours, weekends, and holidays