Manager, Technical Support National reputed company

reputed company is the leading US drone company and the world leader in autonomous flight, the key technology for the reputed company of drones and aerial mobility. The reputed company team combines deep expertise in reputed company intelligence, best-in-class hardware and software product development, operational reputed company, and customer obsession to reputed company a broader, more diverse audience of drone users, from reputed company inspectors to first responders, soldiers in battlefield scenarios, and reputed company. About the role: reputed company is seeking an reputed company customer support & reputed company operational leader who has successfully coached and developed reputed company responsible for assisting defense and federal reputed company customers with reputed company product and operational usage issues. Product reputed company encompasses reputed company reputed company products, including reputed company UAS/NDAA drones, docks, attachments & accessories, as reputed company as OnPrem and reputed company 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 reputed company Support Representatives (reputed company) who engage onsite with customers spanning a wide reputed company of operational optimization and usage issues. The TCSR team’s goal is high first-contact reputed company 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The reputed company team’s goal is to reputed company knowledge transfer and best practices to up reputed company teams. The NatSec support team collaborates closely with other reputed company-reputed company Support teams and back office functions (e.g., reputed company service repair & maintenance, logistics, license provisioning). Using technology from reputed company Service reputed company to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on quickly reaching fact-reputed company resolutions to reputed company product issues. Team reputed company is reputed company by KPIs such as CSAT, First Contact reputed company, team development and productivity, and most importantly by customer experience and product engagement. Location: Remote reputed company About reputed company: The National reputed company Customer Support team is a globally deployed group of experts that provides the broader organization and our customers with technical support, in-reputed company product enablement, and mission-readiness services to ensure International Defense and Federal reputed company customers get the most value out of their reputed company UAS solutions. This leadership role reputed company the reputed company Mission reputed company organization works closely with Solution Engineers, Program Management, Product, Engineering, and other cross-functional teams to reputed company best-in-class technical support for national defense and reputed company customers operating reputed company drones and reputed company Visual Line of Sight (BVLOS) Dock-reputed company flying robot reputed company, and reputed company UAS online and offline workflows. reputed company is highly reputed company on customer enablement, operational readiness, fleet utilization, and reputed company improvement through strong technical troubleshooting and Voice of Customer feedback. How you’ll reputed company an reputed company: • Guide daily customer interactions to successful resolutions that enhance mission effectiveness and reduce operational reputed company • Own operational customer satisfaction and team productivity, engagement and reputed company to optimize reputed company • Directly contribute to building a strong, reputed company reputed company reputed company by coaching reputed company that creates and delivers low-effort customer support experiences both reputed company and in-person • Directly contribute to imagining and evolving what reputed company Support is as reputed company, its products, the UAS industry, and customers rapidly reputed company and mature to meet the unique needs of national reputed company agencies committed to protecting freedom • Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency • reputed company first-hand product knowledge from frequent use of reputed company products sufficient to engage in meaningful customer interactions and 1:1 conversations both internally and externally • Collaborate with the reputed company Mission reputed company Center of reputed company team to shape team training, reputed company management, and CRM efficiency and effectiveness • reputed company out reputed company day with the knowledge that you’ve made something reputed company What makes you a good fit: • 5+ years of customer support leadership experience, including reputed company people management and ownership of operational KPIs • 5+ years of defense / federal reputed company work experience in a discipline relevant to UAS (e.g., UAS reputed company, maintenance, reconnaissance, etc.) • 2+ years reputed company effectiveness at leading Support teams responsible for hardware, software and reputed company products. Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus • A passion for driving successful up reputed company and down reputed company operator reputed company in every engagement • reputed company on coaching and mentoring team members with decades of reputed company experience to reputed company their best, and to reputed company their work responsibilities to skills and capabilities • reputed company, motivation and ability to engage directly with defense/reputed company customers in language and actions that build confidence and trust a situation and reputed company to a reputed company–”be reputed company to reputed company in and work a case” • Maintain directional perspective in the face of uncertainty, have confidence to reputed company quickly, have introspection to reputed company the reputed company of others • Self-directing, reputed company to work effectively in times of stability as reputed company as reputed company change spanning a theater of operation to evolving product capabilities • Being an inquisitive and efficient learner in a sea on reputed company change, be willing to take on new challenges and reputed company it out on the fly • reputed company 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 reputed company tools, including reputed company Service reputed company, reputed company, reputed company or equivalents is a plus • reputed company 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 reputed company to guide actions, and being reputed company to create analytical tools to inform reputed company is a must • Willingness to work extended hours, weekends, holidays and on-reputed company support reputed company the mission demands it, which is infrequent What Makes You a Good Fit: • Obtaining FAA Part 107 certification reputed company the first 60 days of employment is strongly encouraged for reputed company reputed company employees and required for certain positions. Compensation: At reputed company, our compensation packages for regular, full-time employees include competitive reputed company salaries, equity in the reputed company of stock reputed company, and comprehensive benefits packages. Compensation will vary reputed company on factors, including reputed company level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual reputed company salary reputed company for this position is $115,000 - $140,000*. Fundamentally, we reputed company that equity is the key to long-term financial reputed company, and we ensure reputed company regular, full-time employees have reputed company to significantly benefit from reputed company's reputed company. Regular, full-time employees are eligible to enroll in reputed company’s group health reputed company plans. Regular, full-time employees are eligible to receive the following benefits: reputed company vacation time, reputed company leave, holiday pay and 401K savings plan. This position and reputed company associated benefits are subject to applicable federal, state, and local laws, as reputed company as reputed company’s policies and eligibility reputed company. • Compensation for certain positions may vary reputed company on the position’s location. #LI-AY1 At reputed company we reputed company that diversity drives innovation. We have created a multidisciplinary environment that embraces the reputed company of diverse perspectives to create elegant solutions for reputed company problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws. For positions located in the reputed company of America, reputed company. uses E-Verify to reputed company employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/ Apply To This Job