Customer Service Tech Lead - OAC

Overview

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 to the Customer Service Sr. Manager, Operations Action Center, and collaborates with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure customers receive accurate, current technical and operational answers in accordance with standards, publications, and training.

Worker Type:
Regular

Summary:

The Customer Service Technician Lead – Operations Action Center leads and contributes to the optimization of customer-facing procedures for technical and operational support requests, ensuring adherence to standards and training. The role requires responding to international client inquiries, diagnosing and troubleshooting hardware, software, and network issues, and collaborating with product and engineering teams to resolve complex problems. Documentation of issues and resolutions, training clients on product usage and best practices, and meeting performance metrics related to response time and customer satisfaction are core responsibilities.

The position participates in an on-call rotation to support a 24/7 schedule.

• 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 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 understood and addressed.
• Train end users on UAV operations, maintenance, and best practices, both in person and virtually.
• Receive and respond to support requests via phone, email, or in person.
• Provide technical support to resolve customer issues.
• Understand customer needs and how to meet them through repair centers, asset management, and related processes/technology.
• Coordinate with appropriate AV resources to complete inquiries effectively and timely.
• Document all interactions in the designated customer service system.
• Attend and/or organize AV meeting series as needed 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 communication.
• Maintain a high level of professionalism and positive rapport with every customer.
• Work effectively in a team environment and communicate with senior leadership and peers.
• Participate in a shared on-call schedule and be willing to work long, irregular hours, weekends, and holidays as necessary.
• As the department grows, lead and mentor teammates.

• 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 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 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.

• Military or defense sector experience.
• Experience providing training or customer onboarding in 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.
• Ability to interpret 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 across disciplines.
• Ability to excel in a fast-paced, deadline-driven environment.
• Demonstrated initiative and drive to accomplish goals and meet company objectives.
• Takes ownership of current and past work products.
• Committed to learning from mistakes and improving performance.
• Strong written and verbal communication skills, including the ability to present information orally.

• Ability to work in an office…