Job Description
Job Description
Aquinas Consulting is currently looking to fill a Customer Support Manager job in Wilmington, MA. This DIRECT hire job is available with one of our key customers in the unmanned aircraft systems and aerospace industry. In this role, you will lead an engineering support team responsible for customer support, production troubleshooting, repair coordination, and sustainment engineering across several UAV products. To be successful in this position, you must have a bachelor’s degree in engineering, three or more years of drone pilot experience, and an FAA Part 107 Remote Pilot Certificate, along with strong troubleshooting, technical leadership, and customer communication skills. Preference will be given to someone with experience managing technical teams and working with electromechanical systems, UAV products, repair processes, and customer-facing technical documentation. This Customer Support Manager job is a newly created position where you will have the opportunity to lead a team, improve support processes, become an expert in advanced UAV products, and directly contribute to customer satisfaction and product reliability.
Customer Support Manager Job responsibilities:
- Manage Customer Support Efforts: Direct, support, and mentor engineering support team members as they troubleshoot and resolve customer issues. Provide customers with timely updates and clear communication while maintaining a solutions-focused approach to customer satisfaction.
- Technical Expertise & Troubleshooting: Serve as a technical point of contact for customer questions, product troubleshooting, and system integration. Work closely with engineering and product teams to communicate field feedback and identify opportunities for product improvement.
- Repair Process & Finance Compliance: Manage customer repair workflows, including quoting, obtaining payment information, coordinating with Finance, and tracking repairs through completion to ensure timely resolution and customer satisfaction.
- Technical Documentation & Knowledge Sharing: Create and maintain customer integration guides, Service Bulletins, evaluation reports, repair documentation, and other customer-facing technical materials. Ensure production documentation, including work packages, travelers, and manuals, remains accurate and current.
- Production Support & Process Improvement: Provide direct technical support to internal and external production teams, track recurring issues, implement corrective solutions, and identify opportunities to improve processes and overall product reliability.
Qualifications:
- Bachelor’s degree in Engineering such as Mechanical, Aerospace, Robotics, or a related discipline, along with an FAA Part 107 Remote Pilot Certificate and three or more years of drone pilot experience.
- Strong troubleshooting skills with a mechanically adept understanding of electromechanical systems, UAV products, and technical problem-solving.
- Previous experience in team management or technical leadership, with the ability to mentor, motivate, and develop engineering support team members.
- Excellent organizational and multitasking skills, with the ability to track multiple customer and repair efforts while maintaining a high level of attention to detail and quality.
- Willingness to travel domestically and internationally as required.
If you are interested in this Customer Support Manager job in Wilmington, MA, please apply now to be connected with a member of our team.
Please note: Applying to this role is an agreement to have your information entered into our database and acknowledgement that a recruiter will reach out to you either by phone, email, and/or text message regarding this and similar job opportunities.
Aquinas Consulting is a woman and minority owned company headquartered in Milford, CT that provides Engineering, Information Technology (IT), and Manufacturing staffing solutions throughout the US. We take pride in 20 years of service to our clients, our hiring managers, our consultants, and our local community. Aquinas is an affirmative action, equal opportunity employer and committed to considering all qualified applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. www.aquinasconsulting.com