Aircraft Technical Support Representative - Aftermarket

BETA’s Customer Service & Support team is seeking an all-star Technical Support Representative to ensure BETA aircraft operators and maintainers receive the world’s best technical assistance and issue resolution when they contact BETA asking for technical help. 

The ideal candidate brings boundless enthusiasm for aviation maintenance and the electrification of aviation, combined with a desire to deliver the industry’s best aircraft technical support experience. 

How you will contribute to revolutionizing electric aviation:

●    Deliver the world’s best technical support to BETA aircraft operators and maintainers.
●    Provide fast and effective answers to customer questions and promptly resolve technical issues whether you are on-site or remote (e.g., phone, email, digital platforms) including troubleshooting and diagnostic assistance, maintenance and inspection guidance, and operational      advice.
●    Provide 24/7 Aircraft on Ground (AOG) operational and technical assistance, effective escalation management, and timely recovery actions to minimize aircraft downtime and operational disruption.
●    Provide responsive and consistent technical support from pre-certification aircraft demonstrations through entry into service and commercial operations of certified CTOL and VTOL Alia aircraft.
●    Capture, document, and analyze customer-reported issues, malfunctions, defects, troubleshooting outcomes, and field experiences. 
●    Use digital and analytical tools/processes to identify trends in reported issues and troubleshooting data to improve issue resolution and identify opportunities for proactive, preventive maintenance.
●    Translate operational learning into improved aircraft reliability, availability, maintainability, technical publications, and customer experience. 
●    Manage customer communications for RMAs (Return Material Authorizations) and warranty claim processing to ensure transparency and timely resolution.

Minimum Qualifications:

●    FAA A&P Mechanic Certificate with both Airframe (A) and Powerplant (P) ratings.
●    Excellent communication, troubleshooting, problem-solving, and interpersonal skills.
●    Bachelor’s degree in Technology, Engineering, Aviation, or a related technical field; equivalent relevant experience may be considered.
●    5+ years of aviation-industry experience in maintenance, airline operations, technical support, field service, engineering, or aftermarket services.
●    2+ years of experience in a customer-facing technical support, help desk/operations center, field-service, or similar role. 
●    Experience supporting AOG response, technical troubleshooting, and airline technical operations.
●    Experience with customer support tools and ticketing systems, help desk workflows, triage protocols, escalation processes, and knowledge-management systems.
●    Continuous improvement mindset, skills, and/or training with the ability to build processes and standard work while responding effectively to immediate operational and time-critical demands.
●    Strong understanding of aviation regulatory compliance and FAA requirements.
●    Ability to extract actionable lessons learned from technical-support data, customer feedback, and field operations.
●    Strong sense of technical product safety, safety culture and human factors awareness, and the ability to exercise sound judgement in fast-moving, time-sensitive, high-pressure situations. 
●    This position will primarily be based in an office environment in BETA’s South Burlington, VT location, but travel to BETA’s location in Plattsburgh, NY is expected (day trips, not overnight), and willingness to travel to customer locations (domestic and international) is required.

Above and Beyond Qualifications:

●    Experience with electric aircraft, advanced air mobility, or other emerging aviation technologies.
●    Experience in a startup or high-growth environment.
●    Experience with predictive-maintenance analytics and building digital technical support tools.
●    Knowledge of software-update deployment, configuration management, and retrofit implementation for operational aircraft.
●    Experience creating and managing aircraft technical documentation, maintenance documentation, maintenance training, or continued-airworthiness communications.
●    Experience with warranty administration, processes, and fleet management.
●    Familiarity with EASA and international operational requirements.
●    Pilot’s license and/or a passion for flight and being a part of the future of aviation!

Physical Demands and Work Environment:

The physical demands and work environment described below are representative of what a Team Member must meet to successfully perform the essential functions of this role. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you need an accommodation at any point, during the hiring process or on the job, please let us know. We're glad to work with you.

Depending on the role, the work may involve:

• Indoor and outdoor work in a range of conditions, including hot, cold, wet, and humid environments.
• Movement throughout the day, including varied amounts of walking, standing, sitting, bending, reaching, stooping, kneeling, and crouching.
• Climbing ladders and stairs.
• Balancing, meaning keeping steady to prevent falls while walking, standing, or crouching on narrow or slippery surfaces.
• Handling objects, including seizing, holding, grasping, turning, picking, and punching.
• Lifting, carrying, pushing, and pulling up to 50 pounds.
• Safely operating material handling equipment, such as forklifts and pallet jacks.
• Working with small parts and components (some positions).
• Working around variable noise levels, fumes or airborne particles, and hazardous chemicals. These conditions require personal protective equipment (PPE), such as face protection (safety glasses, goggles, face shields, respirators), gloves, and hearing protection.
• Office work using standard office equipment, including a computer.
• Travel by air or automobile.
• Working varying shifts and hours to keep operations running smoothly across the organization.

The specific vision abilities this role requires include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

We're happy to talk through the specific requirements of this role during the interview process.

Compensation 100000 - 125000 USD