Unmanned Systems Support Tech

Description

We are looking for an Unmanned Systems Support Tech to join our incredible team!  The Level 1 Support Technician for Unmanned Aerial Systems (UAS) acts as the initial point of contact for users encountering issues with UAS hardware, software, or operations. Their role is crucial for providing prompt technical assistance and ensuring smooth UAS operations.

About W.S. Darley & Co: Founded in 1908, W.S. Darley & Co. (Darley) remains a family owned and operated business, supplying the highest quality equipment solutions to its military and first responder customers. With origins in the equipment distribution and Midwest manufacturing, Darley offers a family of leading innovate emergency equipment brands and innovative solutions. Darley prides itself on delivering the highest quality solutions and services from its corporate headquarters in Itasca, IL and its’ ISO 9001:2015 certified manufacturing operations in Chippewa Falls, WI and Janesville, IA. Darley also maintains offices is six countries worldwide.

Requirements

1. Basic Troubleshooting
   1. Diagnosing and resolving common problems such as hardware malfunctions and software issues
2. Pre-shipping Quality Checks
   1. Perform basic quality assurance checks on systems and software prior to shipping products to customers
   2. Maintaining inventory items up to date with the latest firmware to ensure all products are always ready to ship
3. Documentation
   1. Recording user interactions, problems, and  solutions through established ticketing systems
   2. Creating a knowledge base for future refence to include known issues and solutions, FAQ section, and product specific       technical data sheets
   3. Assist in developing/editing SOPs for support
4. Escalation
   1. Direct complex or unresolved issues to higher-level support technicians (level 2 or 3) for further investigation and resolution
   2. Keep up to date on escalated tickets for customer touchpoints and documentation
5. Customer Interaction
   1. Communicate effectively with customers, providing clear instructions and explanations for troubleshooting steps and resolutions
   2. Ensure customer satisfaction by following up post-resolution within one (1) week with a brief feedback survey
6. Maintain Darley Fleet
   1. Keep all demo assets up to date and in working condition
   2. Assist with tracking locations of all assets designated as responsibility if the UxS & Sim-T team through use of  asset tracking software
7. Represent the company well by demonstrating core values and communicating key benefits of working with Darley

Secondary Responsibilities

1. Exercise Technical Expertise
   1. Conduct product demonstrations for both customers and sales staff as needed
   2. Stay updated on industry trends, regulations, and emerging technologies to provide expert advice
2. Solutions Development
   1. Analyze and understand customer needs and propose customized solutions
   2. Assist in developing training programs
3. Sales Support
   1. Collaborate with internal teams to create tailored solutions that meet client requirements
   2. Assist with responding to RFPs, RFIs, and government procurement requests by providing detailed technical       documentation
   3. Attend tradeshows and demonstration events to highlight the latest offerings
4. Participating in cross functional team initiatives 
   1. Marketing
      1. Assist with gathering marketing collateral for the latest product offerings and ensuring all data on sales/slick sheets and web listings is accurate
   2. Inside Sales and Outside Sales
      1. Team up with sales/BD on calls to offer expertise and advice on products
   3. Operations
      1. Generate and analyze monthly data reports that illustrate team goals and support metrics
      2. Participate in supplier calls to offer insight on all things support related

Supervisory Responsibility

This position currently has no supervisory responsibility.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses company standard office equipment such as computers and cell phones. There may be a need to work with various small tools. There may be a need for remote work in the field for hands-on assistance and maintenance. The employee will be required to sit or stand for extended periods, use a computer keyboard, use hand tools, and occasionally lift and carry equipment and supplies weighing up to 25 pounds. The emp