Customer Service Technician II

Worker Type

Regular

Job Description

 

Summary

The Customer Service Technician II 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 1 – 2 years of relevant experience providing technical support
• 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)

Clearance Level

 

No Clearance

The salary range for this role is:

$21 - $29

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:

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