Field Support Representative (Remote - EMEA)

About the team:

The Customer Success team is a growing international team that provides the broader organization and our customers with enablement services to ensure that our customers can get the most value out of their Skydio UAS solutions. Reporting to the VP of Mission Success Global Government team, the Field Support Representative will primarily interface with the Global Government sales team, Customer Support and Program Management to support our International Defense and Government customers. 

About the role:

We are looking for a highly-motivated and technical individual with UAS experience who is comfortable interfacing with Defense and Government customers as well as other Federal and marque enterprise customers to provide best-in-class onsite and remote technical and logistics support. By taking ownership of customer relationships in the field and collecting feedback, you will be a trusted partner and liaison between Program Management, Product, Support and Engineering. You will advise both Skydio and the Customer, expediting the product feedback communication loop and helping manage the customer technical enablement, troubleshooting, repair and maintenance workstreams. 

Employment details: This role will be remote, but you will need to be authorized to work in Germany, Poland, or Norway.

Travel: Ability to travel up to 75%+ throughout Europe, Middle East and Africa. 

How you’ll make an impact:

• Work closely with internal teams to become an expert on Skydio’s products, processes, specifications, and product roadmap.
• Develop field support processes that define and accelerate our escalation and debugging workflows.
• Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques.
• Develop and maintain an advanced level of proficiency in product enablement and troubleshooting by becoming a certified Skydio UAS Operator and Trainer. 
• Provide on-the-job (OJT) training to customers in the areas of maintenance and operation techniques relevant to the repair of UAS aircraft and equipment, including associated test equipment, with special attention given to adjustment, calibration, spares recommendation, trouble-shooting and inspection methods. 
• Work to develop or improve written inspection procedures, drawings and other instructions to perform and help customers inspect and maintain their fleets.
• Provide on-site company representation and technical support to customers and initiate corrective actions for maintenance, repair and replacement issues.

What makes you a good fit:

• 3+ years experience as a Field Support Representative operating on, repairing and maintaining UAS (Unmanned Aircraft Systems) for large clients, preferably with government or military customers.
• Adept at technical troubleshooting, problem-solving, and are familiar with triage and escalation workflows.
• Assertive self-starter with excellent interpersonal and written communication skills.
• OCONUS (deployed) military experience is strongly preferred. 
• Familiarity with RMA, spares, logistics or other repair workflows is preferred.
• Experience in Linux operating systems is preferred.
• Experience with military standard maintenance practices is preferred. 
• Existing or prior security clearance is preferred. 
• Creative thinking with the ability to multitask.
• Unwavering professionalism.

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Last updated on Aug 19, 2024