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Technical CSM, Maritime
2020-05-29 18:13:13| Space-careers.com Jobs RSS
ROLE DESCRIPTION SUMMARY The Technical CSM is a customer facing role in which the Technical CSM provides technical leadership and oversight to specific Maritime Passenger Cruise customers within SES. The Technical CSM shall work closely with the lead CSM, sales, solution engineering, product development and the operations team to ensure that the solution provided is operating in accordance with customers requirements and to identify new services and solutions that will enhance the customers quality of experience. The Technical CSM will support both presales and postsales customer specific activities and will require a broad knowledge base, spanning a of products and solutions. The Technical CSM will be responsible for analysing operational performance, SLA performance and customer experience to identify and drive service quality improvements and enhancements. This specific Technical CSM position will play an important role in maintaining current business and securing new business with a key passenger cruise line customer. Securing new business with this customer will be critical to the growth of the SES Networks Maritime Business Segment. The Technical CSM will also play a critical role in enhancing SES Networks ability to delivery fully managed MEO and GEO services in the Maritime business segment. The Technical CSM will assist with the development of process, procedures and tools to further advance SES Networks ability to provide value added services to the Maritime customers. The ideal candidate would have a strong VSAT and network engineering skills and experience. Experience working in the Maritime Passenger Cruise industry is preferred although not a hard requirement. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Operate as the main technical point of contact to the customer for the SES Networks Global Services organization Interact directly with the customer to maintain a strong relationship and act as the subject matter expert for their endtoend solution Work closely with the Sales organization during the presales process to help secure new business by assisting with the technical portions of the proposal effort and to generate the associated contractual documentation Support the Solutions Engineering organization during the presales process by assisting with the effort to identify of a solution that satisfies the customer requirements and to generate technical proposal documentation Support the Solutions Engineering organization during the solution design process by assisting with the effort to generate detailed technical requirements and design documentation Provide inputs and feedback to the Service Acceptance Testing SAT plan that will be following during the implementation of new services and solutions Generate the Customer Acceptance Test CAT plan that will be following during the implementation of new services and solutions Work closely with the Implementation Team to ensure that the solution being implemented satisfies the customers requirements Work closely with the Implementation Team to ensure that new services are properly transitioned into the NOC Conduct a technical review with the customer after an implementation project is completed Analyze endtoend system performance and associated data analytics to ensure that customers quality of experience is maximized Work directly with the customer andor internal SES teams to identify and implement service quality improvement items Work directly with the customer andor internal SES teams to cocreate new services and solutions Work with the Sales Engineering and Asset Management Teams to generate and document a satellite capacity plan that satisfies customer requirements while also minimizing operational changes Act as the technical bridge between the Operations Team and SalesAsset Management Teams and plan out the implementation details of satellite beam changes Work with the Network and Gateway Infrastructure Teams to ensure that the required infrastructure is in place to support satellite beam changes Meet with the customer on a weekly basis or as needed to discuss the operational performance of the system Review root causes of incidents and conduct a recurring trend analysis on the operational performance of the system to identify recurring andor systemic issues Work with the SES Operations Team to develop a plan to resolve recurring andor systemic issues Support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner. Lead andor support the effort to develop and implement process, procedures and tools based on best practices to enhance SES Networks ability to delivery fully managed MEO and GEO services in the Maritime business segment COMPETENCIES Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers ExcellentGood command of MS Office package Word, PowerPoint, Excel, Visio Excellent presentationanalytical skills Motivated selfstarter with a high level of personal accountability Willingness to expand knowledge and selfstudy Proactive and handson mentality High Attention to detail Team player also work with minimal supervision Strong time management and ability to adapt to changing priorities World class attitude to customer service Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs Sense of urgency, initiative and competitive drive to get things done Ability to work at in a fast pace environment Willing to travel and interface directly with clients, up to 25 of the time QUALIFICATIONS EXPERIENCE Bachelor of Science degree preferably in Engineering, Technology, Computer Science or Information Systems or equivalent experience required Minimum of 10 years experience in the satellite, telecommunications, or similar technical industry Thorough understanding of VSAT networks, modern baseband systems, IP network design, and application layer designs for voice, video, and data services Experience in developing andor maintaining satellitebased networking data systems, with VSAT experience a plus Experienced in developing and maintaining high availability satellite or telecommunications systems using manned and unmanned facilities Experience troubleshooting, operating, and maintaining local and remote baseband, IF, RF, antennas, and WANLAN equipment Experience designing and maintaining IP routing and networking solutions Experience troubleshooting, operating, and maintaining local and remote RF and network equipment Experience performing UDPTCP network bandwidth performance testing iPerf or similar Experience troubleshooting NetworkingIP systems with working knowledge of how to capture traceroutes and to identify network related issues Experience with WAN Optimization devices Understanding of GEO, MEO, and LEO telecommunications satellite technologies and systems Experience in the passenger cruise line business area is preferred but not required ITIL Certification is preferred but not required WHATS IN IT FOR YOU? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. GOOD TO KNOW SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal OpportunityAffirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations ITAR and the Export Administration Regulations EAR, andor other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a protected individual as defined by 8 U.S.C. 1324ba3, or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce. Apply HERE
Tags: technical
maritime
csm
Category:Transportation and Logistics