BETA Technologies
Technical Support Lead
South Burlington, Vermont, United States · Contract
Sponsorship not specifiedDetected 39 days ago
ComplianceLogisticsCustomer SupportLeadershipCommunicationCollaboration
About the role
- Regardless of the position one holds, each team member brings their talent and desire to positively impact the environment and lives of others in a refreshing, vibrant, and inclusive culture.
- This role includes both Restricted Stock Units and Performance Stock Units for all full-time team members, so everyone shares in our success.
- You'll have access to onsite healthcare in Vermont, comprehensive medical coverage, dental and vision, short- and long-term disability, and paid parental leave.
Responsibilities
- Build and lead a world-class aftermarket services team to deliver comprehensive technical support across BETA's growing customer operations
- Own the post-delivery and sustainment phase customer experience and collaborate closely with the BETA Customer Experience team to ensure seamless transition from delivery through lifecycle support
- Develop and implement preliminary plans for field support and technical support based on specific customer contractual requirements and technical/commercial demonstrations
- Lead field service representatives supporting pre-certification operational demonstrations, using these engagements as opportunities to fully mature service offerings for entry into service
- Launch and manage AOG (Aircraft on Ground) help desk operations to provide rapid technical support and minimize aircraft downtime
- Establish and manage customer technical support infrastructure for transparent communication and status tracking through ticketing systems, triage protocols, and reachback support management
- Collaborate closely with Engineering, Safety and Maintenance on retrofit/upgrade planning and implementation, including coordinated software update deployment
- Manage technical support costs to budget while maintaining service excellence and customer satisfaction targets
- Define, implement and drive operational efficiency KPIs (Key Performance Indicators), including TAT (Turn Around Time) and OTD (On Time Delivery) for all customer technical support activities
- Build electric airplanes with us!
Requirements
- Bachelor's degree in Engineering, Aviation Management, or related technical field, or equivalent work experience
- 10+ years of aviation industry experience with technical support, field service, or aftermarket services
- Strong understanding of aviation regulatory requirements and customer support best practices
- Excellent communication and leadership skills with ability to work across diverse internal and external stakeholders
- Experience with AOG support, technical troubleshooting, and customer crisis management
- Experience with regulatory compliance in aviation (FAA, EASA, Transport Canada, etc.) and understanding of international market entry requirements
- Experience with electric aircraft or emerging aviation technologies
- Demonstrated budget management experience with P&L responsibility for service operations
- Aviation maintenance background or A&P certification
- Background in warranty management and RMA processes in aviation or high-value manufacturing
- Experience with EH&S compliance and Import/Export regulations
- Knowledge of software update deployment and configuration management in operational aircraft environments
- Experience establishing training programs and credit systems
- International customer support and logistics experience
- Experience with technical documentation development and management
- Background in startup or high-growth technology environments
Skills
- BETA Technologies participates in E-Verify.
Compensation
- BETA offers a competitive Total Compensation package designed to support you now and as you grow with us.
Benefits
- The ideal candidate will have extensive experience leading technical support organizations and field service teams in the aviation industry, with the vision to transform customer support experiences in electric aviation.
- Leverage flight test operational support learning before type certification to develop scalable processes for external customer deployments
Company info
- We are an equal opportunity employer.
- At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation.
Visa & Work Authorization
- enced in any manner on race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, disability, veteran or military status, genetic information, pregnancy, or any other pr
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