Customer Support Manager UAV

Robinson Unmanned; Wilmington (MA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401(k)

Job summary

Robinson Unmanned in Wilmington, MA seeks a Customer Support Manager to lead our engineering support team, directing daily activities, resolving production issues, and delivering sustainment engineering for UAV products. This role reports to the Director of Operations and requires travel to domestic and international locations.

The ideal candidate thrives in fast-paced environments, mentors staff, and drives 100% quality and customer satisfaction while coordinating with engineering and product

Qualifications

• Part 107 pilot with 3+ years of drone flight experience.
• Strong troubleshooting and technical leadership abilities.
• Excellent written and verbal communication with customers.

Responsibilities

• Direct and mentor the customer support engineers to resolve issues quickly and effectively.
• Provide timely updates to customers and maintain transparency.
• Develop and maintain customer technical documents and service bulletins.
• Serve as technical lead for product troubleshooting and system integration.

Skills

Drone piloting (Part 107)

Team leadership

Customer communication

Mentorship

Education

Engineering degree

Job description

Among the current openings, we’re on the lookout for a Customer Support Manager. This role will be responsible for directing the day-to-day efforts of an engineering support team. This team will be managing customer support, troubleshooting production problems and providing sustainment engineering to several UAV products. This candidate should enjoy leading a team, tracking and improving processes and becoming an expert in Robinson Unmanned's UAV products. The ideal candidate is a roll-up-your-sleeves, high energy, problem solver. This position reports to the Director of Operations, this is a newly created, full-time position based in our Wilmington, Massachusetts headquarters. Some domestic and international travel will be required.

Role Overview

The Customer Support Manager will oversee customer support operations, ensuring technical issues are resolved effectively, repair processes are properly managed, and customers receive clear, timely communication. This role requires a technically adept leader who thrives in fast-paced environments, can track and manage multiple efforts, takes ownership of responsibilities and demonstrates a commitment to 100% quality. This leader has excellent attention to detail and will mentor and inspire team members to ensure the highest level of technical excellence and customer satisfaction.

REPRESENTATIVE RESPONSIBILITIES

Manage Customer Support Efforts: Direct support engineers to resolve customer problems in a timely manner. Direct and mentor support engineers to resolve customer issues quickly and effectively.

Provide customers with timely updates, ensuring transparency and trust throughout the process.

Exceed customer satisfaction expectations by fostering a positive, solutions-driven culture.

Create and Maintain Customer Technical Documents: Update customer integration documents, create Service Bulletins and identify updates to Aircraft Flight Manuals. Provide thorough and accurate evaluation reports and repair documentation.

Technical Expertise & Troubleshooting

Serve as a technical point of contact for customer questions, product troubleshooting, and system integration.

Collaborate with engineering and product teams to provide feedback that drives product improvement.

Repair Process & Finance Compliance

Manage repair workflows, including quoting, obtaining payment information, and coordinating with finance. Track repairs to ensure timely resolution and customer satisfaction.

Documentation & Knowledge Sharing

Create and maintain technical integration guides, Service Bulletins, and customer-facing documents. Ensure production documentation (work packages, travelers, manuals) is accurate and up to date.

Production Support & Process Improvement

Provide direct technical support to internal and external production teams. Track issues and implement solutions to improve processes and product reliability.

Qualifications & Skills

• Part 107 Pilot with 3+ years as drone pilot.
• Must be authorized to work in the United States without sponsorship.
• Bachelor’s degree in engineering (Mechanical, Aerospace, Robotics, or related).
• Strong troubleshooting skills; mechanically adept with electromechanical systems.
• Prior experience in team management or technical leadership.
• Excellent organizational and multitasking abilities.
• Superior written and verbal communication skills with strong customer presence.
• Positive, high-energy attitude with a focus on mentorship and collaboration.
• A sense of ownership and accountability in delivering results and customer satisfaction.

Robinson Unmanned (formerly Ascent AeroSystems) designs and manufactures a family of rugged “coaxial” UAS for the industrial, public safety and defense markets. Robinson Unmanned supports frontline soldiers, first responders, and industrial professionals with the rugged and versatile unmanned aerial systems they need to complete critical missions when it matters most. Robinson Unmanned is founded on core principles of an innovative, determined, fearless, curious, and committed culture that fosters invention, problem solving and teamwork. Robinson Unmanned offers the ability to work at the leading edge of aerospace technology while benefitting from the experience and resources of one of the most respected names in aviation. For the right candidate, Robinson Unmanned offers a competitive salary, benefits (including health, dental and vision), 401(k), a terrific work environment, and the opportunity to be a part of one of the most exciting segments of the tech industry.

Robinson Unmanned is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.