Multi-Disciplinary Senior Field Service Representative

AeroVironment•Albuquerque, NM

1d•Onsite

About The Position

AV is seeking a dedicated, customer-focused Directed Energy Laser Senior Field Service Representative (FSR) to join our team. In this role, you will travel to customer locations to install, maintain, troubleshoot, and support advanced laser systems used in mission-critical applications. As a Senior FSR, you will play an essential role in ensuring the operational readiness and reliability of systems that directly support national security. You will apply your technical expertise in the field while developing strong relationships with customers, end users, and internal stakeholders. As a representative of AV, you will serve as the primary point of contact at customer sites, delivering responsive service and ensuring equipment operates safely and effectively. The ideal candidate possesses strong technical knowledge, hands-on experience across multiple disciplines, and exceptional attention to detail. You are skilled at diagnosing and resolving complex problems, communicating effectively with customers, and working independently in dynamic, high-pressure environments. This position is well suited for someone who enjoys hands-on work, solving challenging technical issues, building lasting customer relationships, and delivering innovative solutions in support of critical missions.

Requirements

U.S. Citizenship required
Ability to obtain and maintain a U.S. Department of Defense security clearance
Formal training in a relevant technical field (e.g., Engineering, Electronics, IT, or equivalent military training)
Associate degree or technical certifications; relevant experience may be considered
5 or more years of hands-on experience in field service, technical support, or a similar role
Ability to lift and carry equipment up to 50 lbs.
Ability and willingness to travel frequently and work in varied field conditions (outdoors, industrial sites, military bases, etc.)
Ability and willingness to work in high-stress and austere environments, such as combat zones

Nice To Haves

Active U.S. Department of Defense Secret security clearance
Bachelor's degree in a technical or engineering-related field (or equivalent work experience)
Military experience, particularly with technical systems and field service
3+ years of experience leading or supervising teams
5+ years of experience in developing training, certification, and quality assurance programs
Possess flexibility and willingness to travel up to 75% of the time to various work locations
Strong time management, multitasking, and prioritization skills
Accurately monitors, tracks, and records hours worked, ensuring precise documentation and compliance with timekeeping policies
Thoroughly understands and operates in accordance with a contract's Performance Work Statements, ensuring that all tasks, deliverables, and services are completed to the required standards
A customer-focused mindset with a passion for problem-solving
Ability to work efficiently in diverse team environments
Exceptional analytical, critical thinking, and decision-making skills
Excellent verbal and written communication skills with a firm grasp of technical concepts
Capable of working under pressure and meeting deadlines in fast-paced environments
Ability to build trust and maintain strong relationships with customers
Experience in customer service, technical support, or field service roles

Responsibilities

Install and Set Up Systems: Travel to customer locations to install opto-mechanical and laser systems, ensuring they are properly set up and operational.
Perform Maintenance and Repairs: Conduct routine maintenance checks and troubleshoot issues to keep laser systems running efficiently. Address technical problems with clear communication and effective solutions. Configure and update hardware, software, and firmware as needed.
Troubleshoot: Troubleshoot issues by analyzing data, logs, and diagnostic information. Work with engineering team to diagnose difficult issues as needed.
Train Customers: Teach clients how to operate and maintain their laser systems, providing easy-to-understand guidance and answering their questions.
Provide Customer Support: Act as the main point of contact for customers, addressing their concerns, offering solutions, and ensuring they are satisfied with our service.
Document Work: Keep accurate records of service visits, including maintenance performed, issues resolved, and customer feedback.
Collaborate with Teams: Work closely with engineering and support teams to resolve complex issues and improve system performance.
Stay Safe: Follow all safety protocols when working with laser systems and ensure customers are aware of safety guidelines.
PHS&T: Oversee the packaging, handling, storage, and transportation (PHS&T) of spares
All other duties as assigned