Customer Service Systems Engineer, Sr

Overview

The Customer Service Systems Engineer, Sr. – Operations Action Center, in this senior-level role, implements and maintains world-class customer facing standard procedures for technical and operational support requests from internal and external customers alike. This position reports directly to the Customer Service Sr. Manager, Operations Action Center and works system wide with Product Line Management, Program Management, Senior Staff Engineering, and Field Operations to ensure that customers receive accurate and up-to-date technical and operational answers in accordance with standards, publications, and training.

• Take directions from and provide regular and accurate direct reporting of activities to the Customer Service Sr. Manager, Operations Action Center
• Responsible for on-call work supporting 24/7/365 emergencies and urgent/mission critical customer support for all global internal and external customers operating the MUAS product lines
• Work with Senior Staff Engineers in flight telemetry analytics for Root Cause Corrective Action (RCCA) teams
• Produces Flight Safety - Mishap Investigation Reports based on the analysis of flight data associated with MUAS product line mishaps
• Work closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training and Documentation changes
• Often train with third‑party products and services to provide system level technical and operational expertise and solutions to customers
• Receives requests from Customers, both internal and external, via phone, email or in person for support
• Understands customer needs and how to meet those needs through utilization of repair centers, asset management, and business processes/technology
• Coordinates with necessary AV resources to effectively complete customer inquiries in a timely fashion
• Documents all interactions in the designated customer service database
• As required, attends and/or organizes AV meeting series to ensure a timely resolution to open customer service issues
• Provides accurate, valid, and complete information by using the appropriate methods and tools
• Builds trusting and sustainable professional relationships with customers through open and interactive communication
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every customer
• Works well within a team environment, communicating with senior leadership as well as mentoring junior staff
• Ability to share an on‑call schedule and is expected to work long irregular hours, weekends, and holidays

• Bachelor's degree or equivalent combination of education and experience is preferred
• 8-12 years of relevant experience providing technical support, or equivalent combination of education, training, and experience on uncrewed systems
• Prefer multi‑facet engineering experience that encompasses whole system approach to UAS operations
• Prefer to have a strong level of expertise in the Microsoft Office Suite
• Knowledge of Enterprise Resource Planning (ERP) systems and how these systems play a role in manufacturing emphasizing quality linked to customer support
• Strong communication skills & ability to resolve customer issues in a friendly, fair, and firm fashion
• Strives to improve the customer's experience with incident responses, repair processes, and customer interaction
• Has effective problem‑solving, analytical, and interpersonal skills

• Previous experience in analyzing UAS telemetry and writing reports based on findings that lead to optimal decision making and resolution of Safety of Flight issues
• Strong system level analytical skills with which to solve various degrees of complex problems
• Ability to work with little or no supervision and exercise independent judgment on a regular basis
• Ability to interpret a variety of instructions furnished in written, oral, diagram, blueprint, or sketches
• Basic computer skills and proficiency with office software and productivity tools
• Strong communication skills as well as interpersonal skills with the ability to work well with…