Customer Experience Specialist

Customer Experience Specialist 2

This opportunity resides with Uncrewed Systems (UxS), a business group within HII's Mission Technologies division. Uncrewed Systems comprises unmanned underwater vehicles (UUVs), unmanned surface vehicles (USVs) and autonomy software. HII creates advanced unmanned solutions for defense, marine research and commercial applications. Serving customers in more than 30 countries, HII provides design, autonomy, manufacturing, testing, operations and sustainment of unmanned systems, including unmanned underwater vehicles (UUVs) and unmanned surface vessels (USVs).

Leadership Mindset at HII – Mission Technologies Leadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every employee grows, leads, and contributes—regardless of role. It sets the standard for how you can develop yourself and what you can expect from leaders across our organization. We look for candidates who want to grow in alignment with these capabilities:
Know & Grow Your People – Commit to learning and supporting team success. Build Relationships – Communicate openly, collaborate well, and build trust. Take Ownership – Deliver on commitments and take pride in your work. Customer First – Focus on the mission and those we serve. Shape the Future – Bring ideas, curiosity, and continuous improvement. Act with Urgency – Take initiative and follow through with purpose.

These capabilities guide how all employees contribute to our shared success across Mission Technologies.

What we are looking for... The UxS Customer Support Program is seeking a Customer Service Representative to play a pivotal role in the growth of the aftermarket business space. The Customer Service Representative serves as a key operational and logistical support resource across all UxS programs. This position supports customer service, training, repair, and aftermarket operations by coordinating shipments, preparing customer documentation, generating quotes, and ensuring timely execution of administrative and logistical activities.

The ideal candidate is highly organized, customer-focused, and eager to learn. The Customer Service Representative will work closely with Customer Service, Repair Management, Training, Logistics, and Program teams to help deliver exceptional support to domestic and international customers. The program is seeking an individual who is willing to be learn and adapt to the growing business; a self-starter with a customer-first mindset.

What you will be doing. The Customer Service Representative will be a supporting function to the key elements of the program below:

• Primary customer contact, to answer questions, resolve issues, either technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved.
• Responsible for improving the customers' experience with HII Products and Services.
• Provide initial technical product support to customers via inbound calls, email, chat, etc., by handling inquiries and troubleshooting basic technical product-related issues.
• Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams.
• Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.
• Customer & Administrative Support Provide administrative and logistical support across all UxS programs and customer accounts. Assist with customer inquiries and support requests while ensuring timely and professional communication. Support customer service…