Customer Service Tech Lead - OAC

** Worker Type*
* Regular

** Job Description*
* Summary

The Customer Service Technician Lead - Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests. This position reports directly to the Customer Service Sr. Manager, Operations Action Center, and works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers in accordance with standards, publications, and training.

Responsibilities include responding to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues; and collaborating with product and engineering teams to resolve complex problems. Consistently documenting issues and resolutions, providing clear training and guidance to clients on product usage and best practices, and meeting or exceeding performance metrics related to response time and customer satisfaction are fundamental.

This position participates in an on‑call rotation to support the 24/7 schedule of the response team.

Position 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.

Basic Qualifications (Required Skills & Experience):

+ 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.

Other Qualifications & Desired

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