HI
Location:Pocasset, MA, Massachusetts, United States
Requisition Number: 29963
Required Travel: 0 - 10%
Employment Type: Full Time/Hourly/Non-Exempt
Anticipated Salary Range: $39,252.00 - $56,074.00
Security Clearance: Secret
Level of Experience: Entry Level
This opportunity resides with Uncrewed Systems (UxS), a business group within HII’s Mission Technologies division. Uncrewed Systems comprises unmanned underwater vehicles (UUVs), unmanned surface vehicles (USVs) and autonomy software.
HII creates advanced unmanned solutions for defense, marine research and commercial applications. Serving customers in more than 30 countries, HII provides design, autonomy, manufacturing, testing, operations and sustainment of unmanned systems, including unmanned underwater vehicles (UUVs) and unmanned surface vessels (USVs).
Leadership Mindset at HII - Mission Technologies
Leadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every employee grows, leads, and contributes-regardless of role. It sets the standard for how you can develop yourself and what you can expect from leaders across our organization. We look for candidates who want to grow in alignment with these capabilities:
These capabilities guide how all employees contribute to our shared success across Mission Technologies.
The UxS Customer Support Program is seeking a Customer Service Representative to play a pivotal role in the growth of the aftermarket business space.
The Customer Service Representative serves as a key operational and logistical support resource across all UxS programs. This position supports customer service, training, repair, and aftermarket operations by coordinating shipments, preparing customer documentation, generating quotes, and ensuring timely execution of administrative and logistical activities. The ideal candidate is highly organized, customer-focused, and eager to learn. The Customer Service Representative will work closely with Customer Service, Repair Management, Training, Logistics, and Program teams to help deliver exceptional support to domestic and international customers. The program is seeking an individual who is willing to be learn and adapt to the growing business; a self-starter with a customer-first mindset.
The Customer Service Representative will be a supporting function to the key elements of the program below:
Primary customer contact, to answer questions, resolve issues, either technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved. Responsible for improving the customers’ experience with HII Products and Services. Provide initial technical product support to customers via inbound calls, email, chat, etc., by handling inquiries and troubleshooting basic technical product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.
Customer & Administrative Support
Provide administrative and logistical support across all UxS programs and customer accounts.
Assist with customer inquiries and support requests while ensuring timely and professional communication.
Support customer service activities and serve as a backup resource for customer-facing operations.
Initially support customer facing meetings with anticipation to lead customer facing meetings
Training Support
Prepare, package, and ship training materials and equipment to instructors supporting product training events worldwide.
Coordinate training logistics and ensure training resources arrive on schedule.
Support training administration and documentation activities as required.
Logistics & Shipping
Prepare and process outgoing shipments of spare parts, repair materials, training assets, and customer support items.
Coordinate shipments to customers, field locations, and company depots.
Maintain shipment records and assist with tracking and delivery follow-up.
Support inventory movement and logistics activities as needed.
Repair & Aftermarket Support
Assist repair operations with preparation of service reports, customer communications, and administrative documentation.
Prepare and submit repair and spare parts quotations for customers across multiple programs.
Maintain accurate records within company systems and support quote tracking activities.
Assist with aftermarket support initiatives and customer follow-up efforts.
Systems & Reporting
Utilize Microsoft Office applications, including Excel, Word, Outlook
Maintain customer and operational records within business systems.
Support data entry, reporting, and documentation activities as required.
Salesforce and Jira experience is preferred but not required.
DELETE ALL TEXT and add Preferred Qualifications here. Preferred Qualifications are job-related education, experience, skills and/or competencies that are not required to be qualified for the position but enhance a candidate's ability to perform the job.
The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.
Meet HII’s Mission Technologies Division
Our team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense - the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that’s right for you. Apply today. We look forward to meeting you.
To learn more about Mission Technologies, click here for a short video: https://vimeo.com/732533072
HII is more than a job - it’s an opportunity to build a new future. We offer competitive benefits such as best-in-class medical, dental and vision plan choices; wellness resources; employee assistance programs; Savings Plan Options (401(k)); financial planning tools, life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; as well as early childhood and post-secondary education scholarships. Bonus/other non-recurrent compensation is occasionally offered for qualified positions, and if applicable to this role will be addressed by the recruiter at the screening phase of application.
Why HII
We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.
Recognized as one of America’s top large company employers, we are a values and ethics driven organization that puts people’s safety and well-being first. Regardless of your role or where you serve, at HII, you’ll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.
Together we are working to ensure a future where everyone can be free and thrive.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Do You Need Assistance?
If you need a reasonable accommodation for any part of the employment process, please send an e-mail to buildyourcareer@hii-co.com">buildyourcareer@hii-co.com and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call 1-844-849-8463 for assistance. Press #3 for HII Mission Technologies.