Customer Service Technician II

AeroVironment•Erie, PA

1d•Hybrid

About The Position

The Customer Service Technician II provides world-class service to internal and external customers by responding in a timely fashion with pertinent technical information in a friendly, fair and firm way that ensures a high degree of customer satisfaction.

Requirements

High school diploma or GED equivalent is required
Minimum of 1 – 2 years of relevant experience providing technical support
Experienced in and demonstrated knowledge of ERP systems and how these systems play a role in manufacturing
Experienced and proficient with MS Office Suite and demonstrated computer skills
Occasional travel may be required (CONUS and OCONUS)
Demonstrates strong communication skills & ability to resolve customer issues in a friendly, fair, and firm fashion
Strives to improve the Customer's Experience with incident responses, repair processes, and customer interaction
Demonstrates mechanical aptitude (i.e. likes to know how things are put together and function)
Able to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties
Displays initiative and drive to accomplish goals and meet company objectives with some guidance
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
Has effective problem-solving, analytical, and interpersonal skills
Establishes and maintain effective, cooperative, trusting working relationships both internally and externally
Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice
Applies knowledge and skills to complete a wide range of tasks in a timely manner
Focuses on teamwork, collaboration and puts the success of the team above one's own interests
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.
Some positions will require current U.S. Citizenship due to contract requirements.
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.

Nice To Haves

Bachelor's degree or equivalent combination of education, training, and experience is preferred (i.e. Aircraft mechanic or planner/buyer with MRP skills)
Experienced as a UAV operator or trainer, preferably with AV Manufactured equipment and a willingness to maintain platform proficiency preferred
Experienced in a manufacturing environment preferred
Demonstrated knowledge of . regulations preferred

Responsibilities

Receives requests from Customers, both internal and external, via phone, email or in person for support
Provides technical support to resolve customer issues
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
Provides regular and accurate reporting of activities to Customer Service Manager
Attends weekly AV meetings as required 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 customer accounts through open and interactive communication
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
Other duties as assigned