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Xaar opens new customer service center in China

2021-08-10 22:19:24| Label and Narrow Web Breaking News

The latest office will form part of Xaars global network and provide support to its growing Chinese OEM and partner customer base.

Tags: service center customer china

Operation Manager, Service Management Center

2020-12-04 13:12:30| Space-careers.com Jobs RSS

ROLE DESCRIPTION SUMMARY You as the Operation Manager will lead the 247 operations. It is your responsibility to ensure that the companys video services are operated at the highest standards. You are responsible to implement the right tools, procedures and working methodology to maximize the teams responsivity and ability to deal with any situation. You are responsible for service assurance and monitoring, assess and solve outages, log and create outage reports, first line point of contact for our customers and escalation management. These tasks are executed according to standard operating procedures SOPs. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Lead the local team of Playout Operators and Supervisors in Munich Manage ongoing shift patterns and staffing, including recruitment when applicable Manage both team and individual team member performance and progress Ensure local trainings and knowledge transfer to the team as well as to individuals Manage and constantly improving the ongoing activities in Video Operations Manage and improve the Operations Tier1 Technical support capabilities Lead and document outage investigation processes in order to avoid future failures Build interfaces with technical department, commercial department and customer care Responsible for internal and external customer facing reporting SLA, RFO, etc.. Responsible for introducing, maintaining and enforcing SOPs Responsible for maintaining and smooth operation of all OSS tools NMSs, ticketing system etc.. used by the SMC and reporting about issues to the relevant department Report to the companys management on outages and their status First line support for Tier 1 customers Manage Capex and Opex assigned to this department Coordinate with other SES facilities and managers to align on SOPs, systems and improvements COMPETENCIES Strong people management skills Excellent teamwork and crossfunctional cooperation Proven record leading customer service activities, including leading crisiss and managing problematic andor demanding customers Constant motivation to drive improvements Ability to work and make decisions under pressure in a stressful environment Independent, structured, solutionoriented and reliable approach Available after normal working hours Willingness to work shift if required QUALIFICATIONS EXPERIENCE An engineering degree or equivalent academicprofessional qualifications Minimum five years experience in a Service Management Center Familiarity with the technical aspects of the provisioning chain of services Familiarity with the principals and components of RF, Satellites, Video, sound, electronics Proven ability to envision, initiate, create, document and implement companys procedures, processes and workflows Proven ability to build and execute reporting processes both internally and externally Fluency in English, both oral and written. Fluency in German highly desired SES is an Equal Opportunity and Affirmative Action Employer Apply HERE

Tags: service center management manager

Supervisor, Service Management Center

2020-12-04 11:12:30| Space-careers.com Jobs RSS

at least for one year ROLE DESCRIPTION SUMMARY You will have the functional responsibility for the MCR during the respective shift schedule. You are organizing the working process during the shift hours to ensure that the provider services running efficiently without interruption. You have to conduct faultsuccess investigations events that occured during the shift and present them to the respective leadership team. You are the first point of contact for internal stakeholders as well as external customers in case of interference. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Coordination and organization of all working processes in the Master Control Room MCR Distribution of workload during the shifts between the operator stations Communication interface between the departments and internal external customers and suppliers Managing problems and compliance to the escalations processes Supervising of systems and services with various monitoring tools Securing the smooth functionality for the technical infrastructure Securing the correct program schedule while adhering to the broadcasting schedule First Line service in case of technical damage for keeping the service Reporting to customers as well as documentation and data management for events occur during the respective shift schedule COMPETENCIES Ability to work under pressure Excellent teamwork and crossfunctional cooperation Constant motivation to drive improvements Independent, Structured, solutionoriented and reliable approach Strong communication skills towards internal departments and external customers Willingness to work shift QUALIFICATIONS EXPERIENCE TV orientate apprenticeship or similar academic studies Minimum five years experience in MCR or in broadcasting Strong experience of classical and IP based broadcasting systems Experience in signal contribution and distribution Highly developed sense of responsibility, service orientation and a confident, proactive approach Fluent German English in written and verbal mandatory Technical affinity and sound knowledge of MS office and EDV applications SES is an Equal Opportunity and Affirmative Action Employer Apply HERE

Tags: service center management supervisor