Technical Support Lead | Aftermarket

BETA Technologies•South Burlington, VT

16d

About The Position

At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation. Regardless of the position one holds, each team member brings their talent and desire to positively impact the environment and lives of others in a refreshing, vibrant, and inclusive culture. We're seeking a seasoned Technical Support Lead to build and lead BETA's comprehensive technical customer support organization from the ground up. This strategic leadership role will develop, implement, and scale technical support capabilities for customers of aircraft components and ALIA aircraft operators, leveraging internal BETA flight test operations and pre-certification customer operational demonstrations , leading up to customer deliveries and commercial entry into service. The ideal candidate will have extensive experience leading technical support organizations and field service teams in the aviation industry, with the vision to transform customer support experiences in electric aviation.

Requirements

Bachelor's degree in Engineering, Aviation Management, or related technical field, or equivalent work experience
10+ years of aviation industry experience with technical support, field service, or aftermarket services
Demonstrated experience leading technical support organizations and / or field service representative teams
Technical depth in aircraft maintenance or other relevant background to provide credible technical guidance
Strong understanding of aviation regulatory requirements and customer support best practices
Proven track record of building and scaling service organizations from concept to operational excellence
Excellent communication and leadership skills with ability to work across diverse internal and external stakeholders
Comfortable with dynamic work environment and ability to develop processes while delivering immediate customer support
Experience with AOG support, technical troubleshooting, and customer crisis management
Experience with regulatory compliance in aviation (FAA, EASA, Transport Canada, etc.) and understanding of international market entry requirements

Nice To Haves

Aviation maintenance background or A&P certification
Experience with electric aircraft or emerging aviation technologies
Demonstrated budget management experience with P&L responsibility for service operations
Background in warranty management and RMA processes in aviation or high-value manufacturing
Experience with EH&S compliance and Import/Export regulations
Knowledge of software update deployment and configuration management in operational aircraft environments
Experience establishing training programs and credit systems
International customer support and logistics experience
Experience with technical documentation development and management
Background in startup or high-growth technology environments

Responsibilities

Build and lead a world-class aftermarket services team to deliver comprehensive technical support across BETA's growing customer operations
Own the post-delivery and sustainment phase customer experience and collaborate closely with the BETA Customer Experience team to ensure seamless transition from delivery through lifecycle support
Develop and implement preliminary plans for field support and technical support based on specific customer contractual requirements and technical/commercial demonstrations
Leverage flight test operational support learning before type certification to develop scalable processes for external customer deployments
Lead field service representatives supporting pre-certification operational demonstrations, using these engagements as opportunities to fully mature service offerings for entry into service
Launch and manage AOG (Aircraft on Ground) help desk operations to provide rapid technical support and minimize aircraft downtime
Coordinate customer delivery of comprehensive documentation including Pilot Operating Handbooks (POH), maintenance manuals, and technical data packages
Establish and manage customer technical support infrastructure for transparent communication and status tracking through ticketing systems, triage protocols, and reachback support management
Oversee customer communications for RMAs (Return Material Authorizations) and warranty claim processing to ensure transparency and timely resolution
Collaborate closely with Engineering, Safety and Maintenance on retrofit/upgrade planning and implementation, including coordinated software update deployment
Manage technical support costs to budget while maintaining service excellence and customer satisfaction targets
Ensure compliance with all regulatory requirements including EH&S, Import/Export, FAA, and international regulatory standards as BETA enters new markets
Define, implement and drive operational efficiency KPIs (Key Performance Indicators), including TAT (Turn Around Time) and OTD (On Time Delivery) for all customer technical support activities