Responsibilities
- Lead the worldwide support enterprise for the company's fleet of unmanned aircraft systems, including the Stalker and Penguin product families.
- Oversee U.S.-based support for the Stalker fleet, Latvia-based support for the Penguin fleet, and future regional or in-country support organizations for growing international customer fleets.
- Ensure customers can successfully operate, maintain, deploy, and employ their UAS systems throughout their operational lifecycle.
- Maintain accountability for global fleet readiness, customer technical support, maintenance repair and overhaul, field service, flight operations, logistics and spares, customer demonstrations, training schools and training support, technical troubleshooting, 24/7 operational support, and global fleet health and status dashboard maintenance.
- Manage and oversee two global support enterprises for different aircraft products, customers, geographic regions, and operational environments while maintaining common standards for customer response, safety, technical excellence, readiness, and issue resolution.
- Serve as a key conduit of communication and data between customers, engineering, and production teams to support quantifiable improvements in product deliveries and reliability.
- Develop and evolve the organizational structure, personnel, facilities, processes, information systems, regional support infrastructure, and performance metrics necessary to support an expanding global fleet across multiple customers and regions.
- Develop and evaluate scalable service delivery models such as Contractor Owned Contractor Operated (COCO) and Government Owned Contractor Operated (GOCO), establish permanent or semi-permanent regional support centers, and deploy in-country teams near major customer fleets, including locations near active military combat areas where required.
- Serve as the primary organizational bridge between operators in the field and the company's product, engineering, quality, manufacturing, and business development organizations.
- Systematically capture operational lessons from Stalker and Penguin customers and translate them into improvements in reliability, maintainability, product design, training, logistics, and future product requirements.
- Support customer mission success, fleet availability, aircraft readiness, operational safety, speed of response, effectiveness of issue resolution, customer self-sufficiency, and customer confidence in the company and its UAS products.
- Translate lessons learned and customer support needs into ongoing product improvements and reliability advances.
- Assume all other responsibilities as assigned.
Benefits
- Matching 401(k)
- Paid PTO
- Paid holidays
- Medical, vision, and dental insurance
- Group Short-Term & Long-Term Disability
- HSA and FSA Options
- Critical Care Plan
- Accident Care Plan
- Employee Stock Purchasing Program (ESPP)
Work Arrangement
On-site — Huntsville, AL, San Luis Obispo, CA
Other
- Ability and willingness to travel extensively internationally and periodically work from company locations and customer sites outside the United States.
- Ability to deploy rapidly in support of significant customer fleet or operational issues.
- Ability to satisfy applicable security, export-control, and customer-access requirements.
- This position may require access to information subject to compliance with the International Traffic Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). To comply, applicants will be asked to provide specific documentation to verify a US person’s status under the ITAR and the EAR.
- The work environment may involve a standard office setting while also incorporating elements of a production area.
- Employees will use standard office equipment, including computers, and must demonstrate stamina to sit or stand while maintaining attention to detail despite potential interruptions.
- The role may require occasional activities such as walking, climbing, stooping, crouching, and bending.
- Vision is necessary for reading printed materials and a computer screen, while hearing and speech are essential for effective communication both in person and over the telephone.
- Additionally, the position may necessitate travel by air or automobile.
- Employees may be required to use personal protective equipment, including safety glasses, safety shoes, and shop coats, to ensure safety in the production environment.
- Employees may be able to lift up to 30 pounds as needed.