Implementation Specialist – Customer Success

Summary

uAvionix is an agile hardware manufacturer developing avionics products for unmanned and crewed aviation. The Implementation Specialist – Customer Success is responsible for deploying and integrating aviation IoT solutions, managing customer implementations and subcontractors, conducting field installations, configuring technical systems, and providing ongoing support.

Responsibilities

• Act as the primary point of contact for customers throughout the implementation process, ensuring a smooth and efficient deployment
• Manage end-to-end implementation projects, including scheduling, logistics, and coordination with internal teams and third-party vendors
• Maintain open and clear communication with customers to ensure their requirements are met, and expectations are exceeded
• Develop the site design for installation of our common product and document in a detailed statement of work (SOW) for third-party vendors
• Perform final quality test and physical inspection of third-party vendors against documented site design
• Provide training and support to customers to ensure they can effectively use the deployed IoT solutions
• Willingness and ability to cross-train team members on specialized skills to improve overall team effectiveness
• Conduct and document site surveys to capture the site design required to install the necessary receivers, networking equipment, displays, power, and communications in accordance with local and/or Federal standards
• Perform on-site installations of small-form-factor IoT devices for aircraft tracking and command/control connectivity
• Install and configure monitors, networking equipment, and fiber optic cabling in air traffic control towers or other aviation-related facilities
• Conduct light IT configurations, including device setup, network integration, and troubleshooting of connected hardware
• Ensure all installations meet regulatory and safety compliance standards
• Provide robust documentation of site design and site installations for customer deliverables and internal support
• Oversee subcontractors performing electrical, fiber optic, and network infrastructure installations
• Coordinate work schedules, quality assurance, and compliance with technical specifications
• Review contractor performance and ensure adherence to project deadlines and budget constraints
• Provide on-site and remote support for diagnosing and resolving installation-related technical issues
• Collaborate with engineering teams to report and address system performance concerns
• Develop and maintain documentation related to system configurations, troubleshooting guides, and best practices

Skills

• Strong project management skills with experience in implementation, deployment, or customer success roles
• Hands-on experience with installing and configuring IoT devices, network equipment, and related infrastructure
• Familiarity with fiber optic and network cabling, including running, terminating, and testing installations
• Basic IT and networking knowledge, including TCP/IP, firewall configurations, and device connectivity troubleshooting
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, vendors, and internal teams
• Ability to work independently and manage multiple projects simultaneously
• Problem-solving mindset with a proactive approach to addressing customer needs
• Willingness to travel as needed (70% on average ) for on-site installations and customer support
• During peak short duration program times, this figure may be exceeded
• Ability to pass background checks in order to obtain security clearance from Department of Transportation for access to airport facilities and sensitive information
• Must be a US Citizen or permanent Resident
• Minimum 3-5 years of experience in a technical implementation, field service, or customer success role
• Ability to lift and carry up to 50 lbs
• Comfortable working in field environments, including air traffic control towers, hangars, and outdoor installations
• Ability to work at heights, use ladders, and perform physical tasks associated with installations
• Must be able to pass required safety training and, if applicable, certification for tower or elevated work
• Prolonged periods of standing, kneeling, or working in confined spaces as needed for installation work
• Climb ladders, towers, scaffolding, and similar structures as required
• Work at heights exceeding 24 feet
• Use fall protection equipment, including harnesses and tie-off systems
• Maintain balance and coordination while working in elevated or outdoor environments
• Ascend and descend vertical structures multiple times per shift
• Carry tools and equipment while climbing
• Associate's or Bachelor's degree in Engineering, IT, Networking, Aviation, or a related field preferred
• Direct installation experience of hardware in various indoor/outdoor environments is a plus
• Experience in aviation, IoT, or telecommunications is a plus
• Project management certification (PMP or equivalent) is a plus

Qualifications

Must Haves

• Strong project management skills with experience in implementation, deployment, or customer success roles
• Hands-on experience with installing and configuring IoT devices, network equipment, and related infrastructure
• Familiarity with fiber optic and network cabling, including running, terminating, and testing installations
• Basic IT and networking knowledge, including TCP/IP, firewall configurations, and device connectivity troubleshooting
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, vendors, and internal teams
• Ability to work independently and manage multiple projects simultaneously
• Problem-solving mindset with a proactive approach to addressing customer needs
• Willingness to travel as needed (70% on average ) for on-site installations and customer support
• During peak short duration program times, this figure may be exceeded
• Ability to pass background checks in order to obtain security clearance from Department of Transportation for access to airport facilities and sensitive information
• Must be a US Citizen or permanent Resident
• Minimum 3-5 years of experience in a technical implementation, field service, or customer success role
• Ability to lift and carry up to 50 lbs
• Comfortable working in field environments, including air traffic control towers, hangars, and outdoor installations
• Ability to work at heights, use ladders, and perform physical tasks associated with installations
• Must be able to pass required safety training and, if applicable, certification for tower or elevated work
• Prolonged periods of standing, kneeling, or working in confined spaces as needed for installation work
• Climb ladders, towers, scaffolding, and similar structures as required
• Work at heights exceeding 24 feet
• Use fall protection equipment, including harnesses and tie-off systems
• Maintain balance and coordination while working in elevated or outdoor environments
• Ascend and descend vertical structures multiple times per shift
• Carry tools and equipment while climbing

Nice to Haves

• Associate's or Bachelor's degree in Engineering, IT, Networking, Aviation, or a related field preferred
• Direct installation experience of hardware in various indoor/outdoor environments is a plus
• Experience in aviation, IoT, or telecommunications is a plus
• Project management certification (PMP or equivalent) is a plus