We're seeking a seasoned Technical Support Lead to build and lead BETA's comprehensive technical customer support organization from the ground up. This strategic leadership role will develop, implement, and scale technical support capabilities for customers of aircraft components and ALIA aircraft operators, leveraging internal BETA flight test operations and pre-certification customer operational demonstrations , leading up to customer deliveries and commercial entry into service. 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.
How you will contribute to revolutionizing electric aviation:- 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
- Leverage flight test operational support learning before type certification to develop scalable processes for external customer deployments
- 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
- Coordinate customer delivery of comprehensive documentation including Pilot Operating Handbooks (POH), maintenance manuals, and technical data packages
- Establish and manage customer technical support infrastructure for transparent communication and status tracking through ticketing systems, triage protocols, and reachback support management
- Oversee customer communications for RMAs (Return Material Authorizations) and warranty claim processing to ensure transparency and timely resolution
- 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
- Ensure compliance with all regulatory requirements including EH&S, Import/Export, FAA, and international regulatory standards as BETA enters new markets
- 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
Minimum Qualifications:- 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
- Demonstrated experience leading technical support organizations and / or field service representative teams
- Technical depth in aircraft maintenance or other relevant background to provide credible technical guidance
- Strong understanding of aviation regulatory requirements and customer support best practices
- Proven track record of building and scaling service organizations from concept to operational excellence
- Excellent communication and leadership skills with ability to work across diverse internal and external stakeholders
- Comfortable with dynamic work environment and ability to develop processes while delivering immediate customer support
- 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
Above and Beyond Qualifications:- Aviation maintenance background or A&P certification
- Experience with electric aircraft or emerging aviation technologies
- Demonstrated budget management experience with P&L responsibility for service operations
- 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
Physical Demands and Work Environment:- This position involves occasional domestic and international travel to customer sites, service locations, and field operations. Standard office environment with frequent collaboration across multiple time zones
BETA offers a competitive Total Compensation package designed to support you now and as you grow with us. 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. We also take care of the everyday details with daily lunch provided, and yes-flight lessons are part of the experience, along with a range of additional perks that make work here genuinely rewarding.
We encourage all driven candidates to apply, even if they do not meet every listed qualification.
