Customer Service Tech Lead

AeroVironment

Customer Service Technician Lead managing UAS technical support operations. Collaborating with engineering teams to optimize customer service procedures in a fast-paced environment.

Posted 6/25/2026full-timePetaluma • California • 🇺🇸 United StatesSenior💰 $68,000 - $96,600 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

troubleshootingdiagnosing hardware issuesdiagnosing software issuesdiagnosing network issuescustomer supporttechnical supportincident responserepair processesproduct usage trainingperformance metrics

Soft Skills

communication skillscustomer experience focusproblem-solvingcollaborationleadershipinterpersonal skillsfriendlinessfairnessfirmnessguidance

Tools & Technologies

Microsoft Office SuiteEnterprise Resource Planning (ERP) systemslive chat supportphone supportemail support

Certifications & Qualifications

Bachelor’s degree

Industry Keywords

customer-facing proceduresinternational client inquiriesUAS technologiesaerospace technologiesdefense technologies24/7 supporton-call rotationperformance metricstechnical operational supporttravel requirements

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

The Customer Service Technician Lead optimizes and maintains customer-facing standard procedures for technical and operational support requests.
Responsibilities include responding to international client inquiries via phone, email, and live chat;
diagnosing and troubleshooting hardware, software, and network issues;
collaborating with product and engineering teams to resolve complex problems.
Documenting issues and resolutions, providing training and guidance to clients on product usage and best practices.
Meeting or exceeding performance metrics related to response time and customer satisfaction.
Participating 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, sometimes on short notice.
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.

Benefits

Comp & perks

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