Customer Service Representative

At Heads Up Technologies, we’re redefining what’s possible in the air. Since our beginnings in a Dallas hangar in 1985, we’ve grown into a global leader in aviation technology driven by innovation, precision, and a relentless pursuit of better in-flight experiences. From pioneering digital audio and lighting systems to uniting with STG Aerospace, ALTO Aviation, and Innovative Advantage under one brand, we continue to lead the way in cabin systems integration for business and commercial aircraft.

Join us as we shape the future of aviation where lighting, entertainment, safety, and audio come together to elevate every journey.

We are seeking a highly motivated and experienced Customer service representative to lead our customer support team. The ideal candidate will be passionate about providing exceptional service, possess strong communication skills, and must be familiar with electronics.

• Work Days:
  Monday to Friday. After-hours support as required.
• Location:
  
  This is a full-time onsite position located in Addison, TX.
• Compensation:
  Based on qualifications and comprehensive benefits package.
• Work Eligibility:
  Must be authorized to work in the United States.

• Provide prompt assistance and support to customers via various channels of communication (phone, email, chat, etc.)
• Resolve customer issues utilizing problem-solving skills and technical knowledge. Escalate to the appropriate department or manager when necessary.
• Interact with customers professionally and empathetically, ensuring clear and concise communication.
• Stay updated on products and services to provide the best possible support.
• Communicate issues with deliveries to customers and participate in weekly customer calls/meetings to ensure customers are up to date.
• Collaborate with other departments, such as sales, marketing, operations, and engineering to relay customer feedback to drive improvements.
• Maintain documentation related to customer service policies and procedures.
• Participate in operations meetings for awareness of issues and to relay customer requests to the operations team.
• Interact with customer portals as required.
• Sales order entry into ERP system.
• Assist in maintaining and monitoring customer scorecards for OTD and quality.
• Provide after-hours support as required on special occasions.

• Minimum of 5 years experience in customer support.
• Strong communication skills through phone, email, and meetings.
• Strong working knowledge of Microsoft Office.
• Strong attention to detail.
• Ability to read and understand the English Language.
• Experience in aviation is a plus.
• Experience in engineering or technical role in electronics with an associate degree.

• The opportunity to shape and influence a positive employee experience.
• A collaborative team environment where your contributions are valued.
• Professional growth and development opportunities.
• Competitive compensation and benefits package.

• Integrity :
  Take care of our employees & customers
• Teamwork :
  Work together towards a common goal
• Excellence :
  Drive to be the best in all that we do
• Expertise :
  Leverage our breadth of technical capability

• A competitive compensation package, including medical, dental, and vision coverage.
• Opportunities to plan for the future with our 401(k) program.
• Paid Time Off - Take the well-deserved time off you need.
• Life Insurance - Enjoy the peace of mind that comes with life insurance coverage.
• Health and wellness benefits including Health Savings Account (SA) option.
• Opportunities for professional growth and development within the company.
• Positive and inclusive work culture with a laid-back work environment that promotes a healthy work-life balance.
• Flexibility in your schedule to accommodate personal needs.
• Opportunities for overtime to enhance your earning potential.

At Heads Up Technologies, you have the opportunity and support to reach for the sky collaborating internally and with partners to deliver artistry in engineering.

Every position in our company has its unique responsibilities, but they all require the same traits: motivated, self-starter, creative, enthusiastic and dependable. A team player that has respect for the opinions and input of others. Performance- and process-driven. Someone who gives 110% at work but still seeks balance by making time with family and hobbies a priority.

Did this post spark something in you? If so, we’re looking forward to reviewing your resume!