Technical Product Support Specialist II (Crewed Aviation)

Columbia Falls, MT
Full Time
Product Marketing
Entry Level
Job Title:                        Technical Product Support Specialist II (Crewed Aviation)
Department:                 Product
Reports To:                   Product Support Manager
Location:                       On-site Columbia Falls, MT
Position Type:              Full Time, Exempt, IC2

uAvionix is an agile and disruptive hardware manufacturer driven to change the face of avionics for UAS and traditional crewed aviation. We’re passionate innovators delivering products with more features, tighter integrations and ultra-low size, weight and power.

Job Summary:
The Technical Product Support Specialist is passionate about general aviation, drones, and enjoys troubleshooting software and electronics. The Technical Product Support Specialist is self-motivated, demonstrates a commitment to customer success, and has a dedication to continued learning.

Duties / Responsibilities:
  • Become an expert in uAvionix products and services.
  • Follow uAvionix support processes and standards.
  • Answer tickets and phone calls daily.
  • Learn and then teach customers how to install, configure peripherals, operating systems, and applications.
  • Train and guide our customers and resellers through troubleshooting tasks via phone, email or on-site. Follow through until their technical issues are resolved.
  • Create videos, tutorials, and other materials to proactively solve customer issues.
  • Attend trade shows and provide training in person.
  • Flight testing with aircraft when needed.
  • Submit return authorization when product needs to be returned.
  • Test products that are returned and report failure trends.
  • Act as a liaison between the customer and other members of uAvionix as needed.
  • Give recommendations to changes to manuals and pass on customer input.
  • Occasionally provide support outside normal working hours as needed.
  • Performs other related duties as assigned.

Required Skills / Abilities:
  • Able to write clear and concise technical information.
  • Driven and self-motivated team player.
  • Ability to grasp new concepts quickly.
  • Be agile and think strategically to drive customer satisfaction.
  • Exceptional communication skills.
  • Organized with attention to detail.
  • Proven ability to build and maintain relationships with clients.
  • Creative thinker and consultative problem solver.
  • Proficiency with data entry and reporting.
  • Proficient with Microsoft Office Suite and iOS systems.
  • Prioritization and multitasking capabilities.

Preferred Qualifications:
  • Knowledge of Aircraft systems
  • GA Pilot or Part 107 Remote Pilot
  • Private Pilot License
  • A&P License
  • Avionics installation experience

Education / Experience:
  • Passion for Aviation
  • High school diploma or GED; bachelor’s degree preferred
  • 2+ years of demonstrated success in Customer Service/Support
  • 2+ years of demonstrated success in technology environments.
  • Experience with Excel, databases, and ticketing systems.

Physical Requirements:
  • Must be able to walk, stand and/or sit for long periods of time.
  • This position requires the ability to talk, hear and use hands and fingers to operate a computer and telephone keyboard.
  • Must be able to lift, carry and/or move objects of varying sizes and shapes up to 50 pounds at times.
  • Must be able to work a variety of hours to accommodate events.
  • Travel up to 15% of the time.

 
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