Customer Service Tech Lead - OAC

Job Summary

The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer‑facing standard procedures for technical and operational support requests. The role 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 accurate, current technical and operational answers for customers in accordance with standards, publications, and training.

• Respond to international client inquiries via phone, email, and live chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Collaborate with product and engineering teams to resolve complex problems.
• Document issues and resolutions and provide clear training and guidance to clients.
• Meet or exceed performance metrics related to response time and customer satisfaction.
• Participate in a shared on‑call rotation to support the 24/7 schedule.
• Serve as primary point of contact for Spanish‑speaking clients, ensuring their needs are fully understood.
• Train end users on UAV operations, maintenance, and best practices, both in person and virtually.
• Capture and track incoming issues that require Quality Assurance, Engineering, Production, Training, or Documentation changes.

• 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.
• 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 for 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 interactions.
• Problem‑solving mindset; self‑starter comfortable working independently in dynamic environments.

• 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.
• Ownership and responsibility for current and past work products.
• Commitment to learning from mistakes and improving performance.

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 frequently. Ability to lift assets up to 100 lbs occasionally. Ability to travel internationally and live/work in dynamic environments frequently.

• U.S. citizenship required.
• Must be able to obtain a U.S. passport.
• May be required to obtain a Secret or Top‑Secret clearance.

Salary Range: $68,000 – $96,600.

AV offers an excellent benefits package including medical, dental, vision, 401K with company matching, a 9/80 work schedule, and a paid holiday shutdown.

We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. Aero Vironment, Inc. is an Equal Employment Opportunity employer and welcomes all qualified applicants. Qualified applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or other legally protected status.