Customer Service Tech Lead - OAC

AeroVironment•Petaluma, CA

7d•$68,000 - $96,600•Onsite

About The Position

The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests. This position reports directly to the Customer Service Sr. Manager, Operations Action Center, and works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers in accordance with standards, publications, and training. Responsibilities include responding to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues; and collaborating with product and engineering teams to resolve complex problems. Consistently documenting issues and resolutions, providing clear training and guidance to clients on product usage and best practices, and meeting or exceeding performance metrics related to response time and customer satisfaction are fundamental. This position participates 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, 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.
U.S. citizenship required.
Must be able to obtain a U.S. passport.
May be required to obtain a Secret or Top-Secret clearance.
This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction.
A “U.S. person” according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15.
Some positions will require current U.S. Citizenship due to contract requirements.

Nice To Haves

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.

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.