Customer Service Technician III

avav; Erie (Erie County); On-site; USD 68,000 - 96,600; Full time

Benefits offered by this job

Medical, dental, vision

401K with company matching

9/80 work schedule

Paid holidays

Job summary

AeroVironment, Inc. in Erie, PA is seeking a Customer Service Technician III to provide world‑class support to internal and external customers by delivering timely, technically informed guidance in a friendly, fair and firm manner.

Responsibilities include handling requests via phone, email or in person, coordinating resources, documenting interactions, and reporting activities to the Customer Service Manager while maintaining professionalism and building trusted client relationships.

Qualifications

• High school diploma or GED equivalent is required.
• Minimum of 2 years of relevant experience providing technical support.
• Experienced in 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).

Responsibilities

• Responds to customer requests by phone, email, or in person for support.
• Provides technical support to resolve customer issues.
• Coordinates with AV resources to complete inquiries in a timely fashion.
• Documents all interactions in the customer service database.
• Provides regular reporting of activities to Customer Service Manager.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

Bachelor's degree or equivalent

Tools

ERP systems

MS Office

Job description

Worker Type

Regular

Title

Customer Service Technician III

Position Overview

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 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 UGV 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 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

Salary Range

$68,000 - $96,600

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 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 CFR § 120.15. 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.

Equal Employment Opportunity Statement

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.