[Remote] Customer Service Tech Lead - OAC

Note: The job is a remote job and is open to candidates in USA. AeroVironment, Inc. is a premier autonomous systems company in the U.S. that delivers breakthrough capabilities across various domains. They are seeking a Customer Service Technician Lead to optimize customer-facing procedures for technical and operational support, ensuring clients receive accurate assistance and maintaining high performance metrics.ResponsibilitiesTake direction from, and provide regular, accurate activity reporting to, the Customer Service Sr. Manager, Operations Action CenterPerform shift work to support 24/7/365 emergency and urgent/mission‑critical customer support for external customers operating MUAS product linesWork closely with Product Engineering to track incoming issues that require Quality Assurance, Engineering, Production, Training, and Documentation changesProvide hands‑on, onsite, and remote technical support for medium UAS systems at international customer locationsServe as the primary point of contact for technical support for Spanish‑speaking clients, ensuring their needs are fully understood and addressedTrain end users on UAV operations, maintenance, and best practices, both in person and virtuallyReceive support requests from internal and external customers via phone, email, or in personProvide technical support to resolve customer issuesUnderstand customer needs and how to meet them through the use of repair centers, asset management, and business processes/technologyCoordinate with appropriate AV resources to complete customer inquiries effectively and in a timely mannerDocument all interactions in the designated customer service systemAs required, attend and/or organize AV meeting series to ensure timely resolution of open customer service issuesProvide accurate, valid, and complete information using appropriate methods and toolsBuild trusting and sustainable professional relationships with customers through open, interactive communicationMaintain a high level of professionalism and establish positive rapport with every customerWork effectively in a team environment and communicate with senior leadership as well as peersParticipate in a shared on‑call schedule and be willing to work long, irregular hours, weekends, and holidays as necessaryAs department continues to grow, lead and mentor teammatesSkillsBachelor's degree or equivalent combination of education and experience7+ years of related experience in customer support or technical support, preferably with UAS or related aerospace/defense technologiesMust 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 noticeStrong proficiency with Microsoft Office SuiteKnowledge of Enterprise Resource Planning (ERP) systems and their role in logging, tracking, and documenting casesStrong communication skills and the ability to resolve customer issues in a friendly, fair, and firm mannerDemonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactionsProblem solving mindset; self starter comfortable working independently in dynamic environmentsAbility to 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 (frequent)Ability to lift assets up to 100 lbs (occasional)Ability to travel internationally and live/work in dynamic environments (frequent)U.S. citizenship requiredMust be able to obtain a U.S. passportMay be required to obtain a Secret or Top-Secret clearanceMilitary or defense sector experienceExperience providing training or customer onboarding in both English and SpanishActive Secret or TS clearanceStrong analytical skills to solve a wide range of complex problemsAbility to work with minimal supervision and exercise independent judgment on a regular basisAbility to interpret a variety of instructions furnished in written, oral, diagram, blueprint, or sketch formProficiency with computers, office software, and productivity toolsStrong interpersonal and communication skills with the ability to work effectively across disciplinesAbility to excel in a fast paced, deadline driven environmentDemonstrated initiative and drive to accomplish goals and meet company objectivesTakes ownership and responsibility for current and past work productsCommitted to learning from mistakes and improving the performance of oneself, others, and the companyStrong written and verbal communication skills, including the ability to present information orallyBenefitsMedicalDental vision401K with company matchingA 9/80 work scheduleA paid holiday shutdownCompany OverviewAt AV, we build shoulder-to-shoulder with our customers, delivering systems shaped by real-world missions, not theoretical requirements. It was founded in 1971, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://www.avinc.com/.