Customer Service Tech Lead - OAC

AeroVironment, Inc. is a premier autonomous systems company in the U.S. that delivers breakthrough capabilities across various domains. They are seeking a Customer Service Technician Lead to optimize customer-facing procedures for technical and operational support, ensuring clients receive accurate assistance and maintaining high performance metrics.

Responsibilities:

• Take direction from, and provide regular, accurate activity reporting to, the Customer Service Sr. Manager, Operations Action Center
• Perform shift work to support 24/7/365 emergency and urgent/mission‑critical customer support for external customers operating MUAS product lines
• Work closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training, and Documentation changes
• Provide hands‑on, onsite, and remote technical support for medium UAS systems at international customer locations
• Serve as the primary point of contact for technical support for Spanish‑speaking clients, ensuring their needs are fully understood and addressed
• Train end users on UAV operations, maintenance, and best practices, both in person and virtually
• Receive support requests from internal and external customers via phone, email, or in person
• Provide technical support to resolve customer issues
• Understand customer needs and how to meet them through the use of repair centers, asset management, and business processes/technology
• Coordinate with appropriate AV resources to complete customer inquiries effectively and in a timely manner
• Document all interactions in the designated customer service system
• As required, attend and/or organize AV meeting series to ensure timely resolution of open customer service issues
• Provide accurate, valid, and complete information using appropriate methods and tools
• Build trusting and sustainable professional relationships with customers through open, interactive communication
• Maintain a high level of professionalism and establish positive rapport with every customer
• Work effectively in a team environment and communicate with senior leadership as well as peers
• Participate in a shared on‑call schedule and be willing to work long, irregular hours, weekends, and holidays as necessary
• As department continues to grow, lead and mentor teammates

Requirements:

• Bachelor's degree or equivalent combination of education and experience
• 7+ years of related experience in customer support or technical support, preferably with UAS or related aerospace/defense technologies
• Must be Bi-Lingual - Professional fluency in both English and Spanish (written and verbal)
• Willingness and ability to travel internationally up to 60% of the time, sometimes on short notice
• Strong proficiency with Microsoft Office Suite
• Knowledge of Enterprise Resource Planning (ERP) systems and their role in logging, tracking, and documenting cases
• Strong communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner
• Demonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactions
• Problem solving mindset; self starter comfortable working independently in dynamic environments
• Ability to work in an office environment (constant)
• Required to sit and stand for extended periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (frequent)
• Ability to lift assets up to 100 lbs (occasional)
• Ability to travel internationally and live/work in dynamic environments (frequent)
• U.S. citizenship required
• Must be able to obtain a U.S. passport
• May be required to obtain a Secret or Top-Secret clearance
• Military or defense sector experience
• Experience providing training or customer onboarding in both English and Spanish
• Active Secret or TS clearance
• Strong analytical skills to solve a wide range of complex problems
• Ability to work with minimal supervision and exercise independent judgment on a regular basis
• Ability to interpret a variety of instructions furnished in written, oral, diagram, blueprint, or sketch form
• Proficiency with computers, office software, and productivity tools
• Strong interpersonal and communication skills with the ability to work effectively across disciplines
• Ability to excel in a fast paced, deadline driven environment
• Demonstrated initiative and drive to accomplish goals and meet company objectives
• Takes ownership and responsibility for current and past work products
• Committed to learning from mistakes and improving the performance of oneself, others, and the company
• Strong written and verbal communication skills, including the ability to present information orally