Customer Service Systems Engineer, Sr.

Worker Type

Regular

Job Description

Summary

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.

Position Responsibilities:

• Take directions from and provides 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

Basic Qualifications (Required Skills & Experience):

• 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

Other Qualifications & Desired Competencies:

• 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 others across disciplines.
• Ability to excel in a fast-paced, deadline-driven environment
• Strong initiative and drive to accomplish goals and meet company objectives
• Takes ownership and responsibility for current and past work products.
• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company.
• Good written and verbal communication with the ability to present orally

Physical Demands

• Ability to work in an office environment (Constant)
• Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)

Special Requirements:

• Must have the capability to obtain a U.S. passport for travel.
• May be required to obtain a Secret or Top-Secret clearance.

Clearance Level

No Clearance

The salary range for this role is:

$111,500 - $158,025

AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidates work experience, education/training, and key skills.

ITAR Requirement:

This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). In order to comply with the requirements of the ITAR and/or the EAR, applicants must qualify as a U.S. person under the ITAR and the EAR, or a person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on AeroVironments determination that it will be able to obtain an export license in a time frame consistent with AeroVironments business requirements. A U.S. person according to the ITAR definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.

Benefits: AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown. For more information about our company benefit offerings please visit: http://www.avinc.com/myavbenefits.

We also encourage you to review our company website at http://www.avinc.com to learn more about us.

Principals only need apply. NO agencies please.

About AV:

AV isnt for everyone. We hire the curious, the relentless, the mission-obsessed. The best of the best.

We dont just build defense technologywe redefine whats possible. As the premier autonomous systems company in the U.S., AV delivers breakthrough capabilities across air, land, sea, space, and cyber. From AI-powered drones and loitering munitions to integrated autonomy and space resilience, our technologies shape the future of warfare and protect those who serve.

Founded by legendary innovator Dr. Paul MacCready, AV has spent over 50 years pushing the boundaries of what unmanned systems can do. Our heritage includes seven platforms in the Smithsonianbut were not building history, were building whats next.

If you're ready to build technology that matterswith speed, scale, and purposetheres no better place to do it than AV.

We are proud to be an EEO/AA Equal Opportunity Employer, including disability/veterans. AeroVironment, Inc. is an Equal Employment Opportunity (EEO) 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.

ITAR

U.S. Citizenship is required. Secret or Top Secret clearance, or the ability obtain a clearance is desired.