Technical Support Lead \u007C Aftermarket

Job Description

Job Description

At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation. 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.

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 :

Above and Beyond Qualifications :

Physical Demands and Work Environment :

The wage listed here reflects our best faith estimate for this role. We pay competitively and base compensation on a variety of factors including skills, experience, industry background, and the evolving needs of the role. We remain committed to fair and equitable pay and we're happy to discuss during the interview process.

Build electric airplanes with us!

We encourage all driven candidates to apply, even if they do not meet every listed qualification.

We are an equal opportunity employer. Employment decisions are based on merit, competence and qualifications and will not be influenced 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 protected characteristic under federal, state, or local law. BETA complies with all applicable federal, state and local non-discrimination laws and does not tolerate discrimination of any kind in our workplace.

Employment offers are contingent upon the successful completion of a background check. BETA Technologies participates in E-Verify.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.