Implementation Specialist - Customer Success

Job Title: Implementation Specialist – Customer Success
Department: Aviation Networks/Revenue
Reports To: Technical Project Manager – Aviation Networks
Location: Remote/Field Based

Position Type: Full Time, Salaried, Exempt, IC2

Job Summary:
uAvionix is an agile and disruptive hardware manufacturer driven to change the face of avionics for UAS and traditional crewed aviation. We’re passionate innovators delivering products with more features, tighter integration and unheard-of size, weight and power.
The Implementation Specialist – Customer Success is a hands-on, multi-functional role responsible for ensuring the successful deployment and integration of IoT solutions for aviation-related applications. This role involves direct customer interaction, project management, technical installations, and oversight of subcontractors. The Implementation Specialist will execute field installations, configure IoT equipment, manage third-party contractors for electrical and network installations, and provide ongoing customer support to ensure seamless experience.
This position requires a problem-solver with expertise in hardware installations, network configuration, and project execution in dynamic aviation environments, including air traffic control towers and aircraft tracking applications.
Duties and Responsibilities:
Customer Success & Project Management

• 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.
• Provide training and support to customers to ensure they can effectively use the deployed IoT solutions.

Field Installation & Technical Configuration

• Conduct site surveys to identify locations for equipment installation in compliance with requirements and 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.

Vendor & Subcontractor Management

• 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.

Technical Support & Troubleshooting

• 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.

Required Skills and Abilities:

• 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 (50% on average) for on-site installations and customer support.
• Ability to pass background checks to obtain security clearance from Department of Transportation for access to airport facilities and sensitive information.
• Willingness and ability to cross-train team members on specialized skills to improve overall team effectiveness.

Education and Experience:

• Associate or bachelor’s degree in: Engineering, IT, Networking, Aviation, or a related field preferred.
• Minimum 3-5 years of experience in a technical implementation, field service, or customer success role.
• Experience in aviation, IoT, or telecommunications is a plus.
• Project management certification (PMP or equivalent) is a plus.

Climbing / Working at Heights Requirement:
This position requires the ability to safely climb and work at elevated heights as part of essential job duties. Employees must be able to:

• 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.

Physical Requirements:

• Ability to lift and carry up to 50 lbs.
• Comfortable working in field environments, including air traffic control towers, hangars, and outdoor installations.
• Prolonged periods of standing, kneeling, or working in confined spaces as needed for installation work.
• Ability to perform work at heights for extended periods.
• Must be able to pass required safety training and, if applicable, certification for tower or elevated work.