Technical Customer Support Specialist
About The Position
The Customer & Technical Support Specialist is a customer-facing representative who supports customers throughout the installation and use of the company's radome products. The role responds to customer questions and concerns, represents the company during radome installations, serves as a liaison between customers and installation subcontractors, and supports spare-parts and accessory needs. The specialist collaborates with customers and internal Sales and Business Development, Program Management, Engineering, Quality, and Operations teams to understand, communicate, and resolve customer needs. The role involves customer communication, quotation support, installation coordination and oversight, issue documentation and follow-through, and travel to customer and installation locations as required. Travel is up to 25% and may involve austere environments.
Requirements
- Experience in aerospace, defense, aviation, manufacturing, construction, field service, or a related industry.
- Experience working directly with customers or external stakeholders.
- Strong written and verbal communication skills.
- Strong organizational and problem-solving skills.
- Ability to manage multiple priorities and coordinate activities across different organizations.
- Ability to work independently and represent the company professionally in a customer-facing environment.
- Ability to travel to customer and installation locations as required.
- Must meet the U.S. Person requirements under ITAR/EAR: be a U.S. citizen or national, lawful permanent resident, or protected individual. The posting also states that the candidate must be a U.S. citizen with the ability to obtain a U.S. government security clearance.
Nice To Haves
- Experience preparing quotes, estimates, or customer proposals.
- Experience coordinating or overseeing contractors or subcontractors.
- Experience with aerospace or defense customers.
- Experience with aircraft, radomes, composite products, or aircraft installation activities.
- Experience supporting spare parts, aftermarket products, or customer service activities.
- Experience working with subcontractors or field service organizations.
- Experience working with Program Management, Engineering, Operations, or customer service teams.
- Previous experience in customer support, field service, program coordination, aftermarket support, or a similar role.
Responsibilities
- Serve as a primary customer contact for product, installation, service, spare-parts, and accessory questions.
- Respond to customer inquiries and coordinate with internal teams to resolve issues promptly.
- Represent the company professionally during radome installations, inspections, and other onsite activities.
- Oversee subcontractors onsite during radome installations and ensure work proceeds according to established requirements and schedules.
- Liaise between customers and internal organizations when questions, concerns, or issues arise.
- Support Sales and Business Development by preparing and providing quotes for radomes, spare parts, replacement components, and accessories.
- Coordinate with internal teams to obtain pricing, availability, lead times, and other information needed for spare-parts and accessory quotations.
- Work with Program Management to communicate customer concerns, installation status, schedule issues, and potential risks.
- Coordinate with Engineering when customer questions or field issues require technical support or evaluation.
- Document, assign, communicate, and follow customer issues through to resolution.
- Participate in customer meetings, installation planning meetings, project reviews, and other customer-facing activities.
- Provide internal teams with feedback about customer experiences, installation challenges, product performance, and improvement opportunities.
- Prepare installation updates, customer communications, field reports, and other required documentation.
- Monitor subcontractor activities and communicate progress, concerns, and discrepancies to appropriate company personnel.
- Assist with schedules and logistics for customer installations and onsite activities.
- Travel to customer and installation locations as required; travel is up to 25% and may be to austere environments.
Benefits
- Competitive salaries and comprehensive benefits, including health and wellness programs, career development, and a retirement savings plan with company match.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
