Customer Service Tech Lead

AeroVironment

Customer Service Technician Lead optimizing customer-facing technical support procedures for UAS product lines. Collaborating with engineering and product teams to resolve technical issues and improve customer satisfaction.

Posted 6/19/2026full-timeRemote • Oregon • 🇺🇸 United StatesSenior💰 $68,000 - $96,600 per yearWebsite

ATS Keywords

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Hard Skills

customer supporttechnical supporttroubleshootingdiagnosing hardware issuesdiagnosing software issuesdiagnosing network issuesincident responserepair processesproblem solvingbilingual (English and Spanish)

Soft Skills

communication skillscustomer experience focusself-starterindependent workcollaborationtraining and guidanceperformance metrics orientationfriendly demeanorfairnessfirmness

Tools & Technologies

Microsoft Office SuiteEnterprise Resource Planning (ERP) systems

Certifications & Qualifications

Bachelor's degree

Industry Keywords

UASaerospace technologiesdefense technologiesinternational client inquiries24/7 supporton-call rotationoperational supporttechnical support requestsperformance metricscustomer satisfaction

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests.
Works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers.
Respond to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues.
Collaborate with product and engineering teams to resolve complex problems.
Document issues and resolutions, providing clear training and guidance to clients.
Meet or exceed performance metrics related to response time and customer satisfaction.
Participate in an on‑call rotation to support the 24/7 schedule of the response team.

Requirements

What you’ll need

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.
Must 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.
Strong proficiency with Microsoft Office Suite.
Knowledge of Enterprise Resource Planning (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.

Benefits

Comp & perks

medical
dental vision
401K with company matching
a 9/80 work schedule
paid holiday shutdown