Customer Experience Spec 3 - 25579
Date: Sep 25, 2025
Location: Pocasset, MA, Massachusetts, United States
Company: HII's Mission Technologies division
Requisition Number: 25579
Required Travel: 0 - 10%
Employment Type: Full Time/Hourly/Non-Exempt
Anticipated Salary Range: $46,046.00 - $65,780.00
Security Clearance: Secret
Level of Experience: Mid
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).
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
Come Join HII! Where Hard Stuff is Done Right!
The UxS Customer Support Program is seeking a Customer Service Representative to play a pivotal role in the growth of the aftermarket business space.
What you will be doing..
Own and manage a unique scope of the UxS customer base. First point of contact with the ability to field numerous complex issues and communicate internally for timely resolution. Field customer inquiries technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved. Provide initial technical product support to customers via inbound calls, email, chat, etc. Handle inquiries and troubleshoot basic technical product-related issues in close collaboration with other departments to include Engineering, Manufacturing, Business Development, Pricing and Operations. Gather information to identify and assess nature of problem. Record incidents in a case management 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. Account management and ownership mindset to attend to a rapidly growing customer base.
What you will be doing!!
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.
What we are looking for..
- Associates Degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience.
- Customer relationship experience and ability to develop these relationships, experience in customer success metrics, presentation skills, demonstrating urgency in response, and the ability to understand and report technical details to customers.
- Must be able to obtain and maintain a goverment clearance #LI-MH1
Bonus Points for....
- Experience with procurement and lifecycle management a plus.
- Process improvement and project management experience a plus.
- Experience working with government customers a plus.
- To perform this job successfully, an individual should have strong knowledge of Microsoft Word; Microsoft Excel; Microsoft PowerPoint, Microsoft Internet Explorer.
- Knowledge of Salesforce CRM is a plus; and Filemaker Pro.
- Individual should be comfortable learning new systems, including ERP or MRP systems.
Physical Requirements
Job Performance will normally require only minor lifting and carrying of boxes of records or equipment.
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.
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.
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 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.