USAManager, Technical Support National Security
1 нед. назад
USASeniorRemote
Lead and develop remote technical support teams providing assistance to defense and federal government customers for drone products and related software.
О компании
- The National Security Customer Support team is a globally deployed group of experts that provides the broader organization and our customers with technical support, in-field product enablement, and mission-readiness services to ensure International Defense and Federal Government customers get the most value out of their UAS solutions.
- This leadership role within the Mission Success organization works closely with Solution Engineers, Program Management, Product, Engineering, and other cross-functional teams to deliver best-in-class technical support for national defense and government customers operating drones and Beyond Visual Line of Sight (BVLOS) Dock-based flying robot operations, and related UAS online and offline workflows. The team is highly focused on customer enablement, operational readiness, fleet utilization, and continuous improvement through strong technical troubleshooting and Voice of Customer feedback.
Обязанности
- is seeking an experienced customer support & field operational leader who has successfully coached and developed remote teams responsible for assisting defense and federal government customers with complex product and operational usage issues. Product scope encompasses all products, including Blue UAS/NDAA drones, docks, attachments & accessories, as well as OnPrem and Cloud BVLOS flight control software, and ATEK and other integrations.
- This role is responsible for 2 functional teams: Technical Customer Support Representatives (TCSR) who respond to inbound customer cases and Field Support Representatives (FSR) who engage onsite with customers spanning a wide range of operational optimization and usage issues. The TCSR team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The FSR team’s goal is to provide knowledge transfer and best practices to up range teams.
- The NatSec support team collaborates closely with other Commercial-focused Support teams and back office functions (e.g., field service repair & maintenance, logistics, license provisioning). Using technology from Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on quickly reaching fact-based resolutions to complex product issues. Team success is measured by KPIs such as CSAT, First Contact Resolution, team development and productivity, and most importantly by customer experience and product engagement.
Другое
- is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders , soldiers in battlefield scenarios , and beyond .
- Guide daily customer interactions to successful resolutions that enhance mission effectiveness and reduce operational risk
- Own operational customer satisfaction and team productivity, engagement and growth to optimize outcomes
- Directly contribute to building a strong, positive Brand by coaching a team that creates and delivers low-effort customer support experiences both remotely and in-person
- Directly contribute to imagining and evolving what Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature to meet the unique needs of national security agencies committed to protecting freedom
- Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
- Gain first-hand product knowledge from frequent use of products sufficient to engage in meaningful customer interactions and 1:1 conversations both internally and externally
- Collaborate with the Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness
- Close out each day with the knowledge that you’ve made something better
- 5+ years of customer support leadership experience, including direct people management and ownership of operational KPIs
- 5+ years of defense / federal government work experience in a discipline relevant to UAS (e.g., UAS operations, maintenance, reconnaissance, etc.)
- 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products. Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
- A passion for driving successful up range and down range operator outcomes in every engagement
- Thrive on coaching and mentoring team members with decades of professional experience to achieve their best, and to align their work responsibilities to skills and capabilities
- Empathy, motivation and ability to engage directly with defense/government customers in language and actions that build confidence and trust a situation and drive to a resolution–”be able to jump in and work a case”
- Maintain directional perspective in the face of uncertainty, have confidence to move quickly, have introspection to absorb the wisdom of others
- Self-directing, able to work effectively in times of stability as well as rapid change spanning a theater of operation to evolving product capabilities
- Being an inquisitive and efficient learner in a sea on rapid change, be willing to take on new challenges and figure it out on the fly
- Lead by example, be willing to help out with whatever is needed to get a customer situation resolved
- Experience and appreciation for Customer Relationship Management (CRM) and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents is a plus
- Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios is a plus
- Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions is a must
- Willingness to work extended hours, weekends, holidays and on-call support when the mission demands it, which is infrequent
- Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all employees and required for certain positions.
- Compensation: At , our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $115,000 - $140,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive
- *Compensation for certain positions may vary based on the position’s location.
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- At we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.
- For positions located in the United States of America, , Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit