Technical Customer Support Specialist

Communications & Power Industries•Hudson, MA

About The Position

The Customer & Technical Support Specialist serves as a customer-facing representative, supporting customers throughout the installation and use of CPI Radant radome products. The role responds to customer questions and concerns, represents the company during installations, acts as a liaison between customers and installation subcontractors, and supports spare-parts and accessory needs. The specialist works across customers, Sales and Business Development, Program Management, Engineering, Quality, and Operations to understand, communicate, and resolve customer needs in a timely manner. The position combines customer support and coordination with field-facing installation oversight. It involves preparing quotes, coordinating installation schedules and logistics, documenting customer issues and field activity, monitoring subcontractor progress, and communicating concerns or risks to the appropriate teams. Travel to customer and installation sites is required, up to 25%, and may involve austere environments. The role may involve potential access to technology controlled under ITAR or EAR; candidates must qualify as a U.S. Person under those regulations. CPI Radant is the radome-and-composite-structures division of Communications & Power Industries LLC. It designs, manufactures, tests, and supports advanced composite radomes, reflectors, and structural composite products for aerospace, defense, naval, and commercial industries.

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 be a U.S. citizen with the ability to obtain a U.S. government security clearance.
Must qualify as a U.S. Person under ITAR and EAR requirements; the posting identifies U.S. citizens or nationals, lawful permanent residents, and protected individuals under 8 U.S.C. 1324b(a)(3) as qualifying categories.

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-related questions.
Respond to customer inquiries and coordinate with internal teams to resolve issues in a timely manner.
Represent the company professionally during radome installations, inspections, and other onsite activities.
Oversee subcontractors onsite during radome installation and ensure work progresses in accordance with 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.
Ensure customer issues are documented, assigned, communicated, and brought to closure.
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 opportunities for improvement.
Prepare installation updates, customer communications, field reports, and other required documentation.
Monitor subcontractor activities and report installation progress, concerns, and discrepancies to appropriate company personnel.
Assist with coordinating schedules and logistics for customer installations and onsite activities.
Travel to customer and installation locations as required.