Worker Type
Regular
Job Description
Summary
The Customer Service Technician III provides world-class service to internal and external customers by responding in a timely fashion with pertinent technical information in a friendly, fair and firm way that ensures a high degree of customer satisfaction.
Position Responsibilities
Receives requests from Customers, both internal and external, via phone, email or in person for support
Provides technical support to resolve customer issues
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
Provides regular and accurate reporting of activities to Customer Service Manager
Attends weekly AV meetings as required 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 customer accounts through open and interactive communication
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
Other duties as assigned
Basic Qualifications (Required Skills & Experience)
High school diploma or GED equivalent is required
Minimum of 2 - 4 years of relevant experience providing technical support is required or equivalent combination of education, training, and experience
Experienced in and demonstrated knowledge of ERP systems and how these systems play a role in manufacturing
Experienced and proficient with MS Office Suite and demonstrated computer skills
Occasional travel may be required (CONUS and OCONUS)
Other Qualifications & Desired Competencies
Bachelor's degree or equivalent combination of education, training, and experience is preferred (i.e. Aircraft mechanic or planner/buyer with MRP skills)
Experienced as a UAV operator or trainer, preferably with AV Manufactured equipment and a willingness to maintain platform proficiency preferred
Experienced in a manufacturing environment preferred
Demonstrated knowledge of . regulations preferred
Demonstrates 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
Demonstrates mechanical aptitude (i.e. likes to know how things are put together and function)
Able to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties
Displays initiative and drive to accomplish goals and meet company objectives with some guidance
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
Has effective problem-solving, analytical, and interpersonal skills
Establishes and maintain effective, cooperative, trusting working relationships both internally and externally
Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice
Applies knowledge and skills to complete a wide range of tasks in a timely manner
Focuses on teamwork, collaboration and puts the success of the team above one's own interests
Physical Demands
Ability to work in an office and manufacturing 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
U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.
Clearance Level
No Clearance
The salary range for this role is:
$24 - $34
AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.
ITAR Requirement:
T_ _his 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 AeroVironment's determination that it will be able to obtain an export license in a time frame consistent with AeroVironment's 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.
Who We Are
Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we've been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world's most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution's permanent collection in Washington, DC.
Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty - and succeed.
What We Do
Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems. Agencies of the U.S. Department of Defense and allied military services use the company's hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition.
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 required
About AV:
AV isn't for everyone. We hire the curious, the relentless, the mission-obsessed. The best of the best.
We don't just build defense technology-we redefine what's 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 Smithsonian-but we're not building history, we're building what's next.
If you're ready to build technology that matters-with speed, scale, and purpose-there's no better place to do it than AV.
Careers at AeroVironment (https://www.avinc.com/careers/our-team)
