Customer Service Technician II

Worker TypeRegularSummaryJob DescriptionThe 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 ResponsibilitiesReceives requests from Customers, both internal and external, via phone, email or in person for supportProvides technical support to resolve customer issuesUnderstands customer needs and how to meet those needs through utilization of repair centers, asset management, and business processes/technologyCoordinates with necessary AV resources to effectively complete customer inquiries in a timely fashionDocuments all interactions in the designated customer service databaseProvides regular and accurate reporting of activities to Customer Service ManagerAttends weekly AV meetings as required to ensure a timely resolution to open customer service issuesProvides accurate, valid and complete information by using the appropriate methods and toolsBuilds trusting and sustainable professional relationships with customer accounts through open and interactive communicationResponsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customerOther duties as assignedBasic Qualifications (Required Skills & Experience)High school diploma or GED equivalent is requiredMinimum of 1 – 2 years of relevant experience providing technical supportExperienced in and demonstrated knowledge of ERP systems and how these systems play a role in manufacturingExperienced and proficient with MS Office Suite and demonstrated computer skillsOccasional travel may be required (CONUS and OCONUS)Other Qualifications & Desired CompetenciesBachelor'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 preferredExperienced in a manufacturing environment preferredDemonstrated knowledge of . regulations preferredDemonstrates strong communication skills & ability to resolve customer issues in a friendly, fair, and firm fashionStrives to improve the Customer's Experience with incident responses, repair processes, and customer interactionDemonstrates 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 dutiesDisplays initiative and drive to accomplish goals and meet company objectives with some guidanceTakes ownership and responsibility for current and past work productsIs committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the companyHas effective problem-solving, analytical, and interpersonal skillsEstablishes and maintain effective, cooperative, trusting working relationships both internally and externallyWorks on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practiceApplies knowledge and skills to complete a wide range of tasks in a timely mannerFocuses on teamwork, collaboration and puts the success of the team above one's own interestsPhysical DemandsAbility 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 LevelNo ClearanceThe Salary Range For This Role Is$21 - $29AeroVironment 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 RequirementThis 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 CFR120.15. 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.About AVAV 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.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.ITARU.S. Citizenship required