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Controller, Customer Service Delivery
2017-06-23 11:10:49| Space-careers.com Jobs RSS
SES is the worldleading satellite operator with a fleet of more than 50 geostationary satellites. The company provides satellite communications services to broadcasters, content and internet service providers, mobile and fixed network operators and business and governmental organizations worldwide. SES stands for longlasting business relationships, highquality service and excellence in the satellite industry. The culturally diverse regional teams of SES are located around the globe and work closely with customers to meet their specific satellite bandwidth and service requirements. SES holds a participation in O3b Networks, a next generation satellite network combining the reach of satellite with the speed of fiber. Where others see barriers, we see opportunities. Do you enjoy supporting customers realizing breakthrough value? Do you stay attuned to your customers needs and visions? Do you like to work openly and supportively together with your colleagues and customers? Our work involves many different minds and skills, it cant be done alone. Its a great time being SES. SES is the worldleading satellite operator providing endtoend communication solutions. SES leads across new technologies in video, enterprise, mobility and government We are a team of people coming from all across the globe who work together to make a real difference in the world. We help to bridge the digital divide by connecting millions of people on the African continent. We make it possible for people to stay connected while flying 10km up on a commercial airplane. We provide extensive satellite coverage of all of the worlds seas and ocean regions via our dedicated mobility beams We distribute 7,400 channels to more than 1 billion people in 317 million homes. We work together with our partners to develop new standards that transform how people consume and enjoy entertainment. Controller, Customer Service Delivery 1 Context The Controller, Customer Service Delivery CSD, will join a shift team responsible for the support, management and monitoring of SES platforms and services 24x7. The Controller will be expected to diagnose and resolve service anomalies in the Satellite RF, IP and Broadcast domains as part of a predefined incident management process. The incumbent shall perform routine operational tasks such as trouble ticket management, service reporting and carrier lineup activities. The position also carries the expectation that the incumbent shall fully engage with SES next generation services HTS Mobility on a technological and service delivery level. The incumbent will also support other SES operational systems involved in the service delivery chain such as contribution, distribution and management networks, all of which have global scope. The incumbent will be expected to work with Network Management Systems NMS from multiple vendors in the IP and Broadcast domains. Responsibilities Working in the operational control room, maintain services to the highest possible standards, considering primarily service availability and quality of transmission, though the use of automatic and manual monitoring and analysis systems Provide 247 service support to SES global customers Operate SES managed platforms and associated networks Be accountable for the delivery of industry leading customer service Perform timely and effective troubleshooting and service recovery actions Perform line up tests of uplinks as required Provide technical support to customer Create operational reports and statistics as required Ensure the availability and preparedness of SES monitoring systems for Data and Broadcast services Liaise with and escalate to Engineering support when required Level 2 Experience Qualifications. Some or all of An electronicstelecommunicationsICT BSMS degree or equivalent qualifications and experience Working experience in technical customer support and servicesystems management Theoretical and practical knowledge of satellite communications, networking andor IT systems Knowledge of satellite communications techniques, architecture and protocols Operating knowledge of VSAT platforms and associated systems Knowledge of IP networks, platforms and Internet infrastructure BGPDNSIPV6 etc. andor Broadcast systems and technologies DVBMultiplexingContributionDistribution Working knowledge of systems and server infrastructure LinuxWindows The ideal candidate will have A willingness and drive to continuously acquire new knowledge and skills A strong aptitude for a systems approach to problem solving and good analytical skills Excellent written and oral communication skills A strong customer focus Selfmotivation, attention to detail and accuracy The ability to work in a team environment, and independently as required The ability to learn quickly and be a team player Accurate reporting skills Innovation to develop working environment A good level of English, any other languages considered an asset We offer you A diverse workplace. For SES, diversity is more than a question of gender or race we welcome different minds and different skills An exciting job opportunity in a fast moving and fascinating industry. Our technology is launching into space on the next generation of rockets Opportunities to further grow and develop in a global and growing company we believe lifelong learning is key to bring the best of SES worldwide A competitive compensation package linked to your performance and further completed with attractive benefits SES is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. To apply click here
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Why Live Chat Is The Best Customer Service Right Now See which Channel is best on this Infographic from Skilled.co
2016-12-16 06:04:35| AutomotiveDigest.com - Automotive Industry News
2016 Customer Survey on Key Service Levels
2016-11-30 22:14:46| PortlandOnline
Tags: service
key
customer
customer service
Mineta San José International Airport unveils new robot customer service agents
2016-10-28 01:00:00| Airport Technology
US-based Mineta San José International Airport (SJC) has introduced three new customer service robots to its terminal.
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san
Senior Engineer, Customer Service Delivery
2016-08-30 12:04:49| Space-careers.com Jobs RSS
Senior Engineer, Customer Service Delivery Ref SES0873 Region Europe Location Luxembourg Betzdorf Company SES Category Other Engineering Technical Position Staff Published 20160830 Context The Senior Engineer, Customer Service Delivery CSD, is the SES specialist in RF interference geolocation, and will manage all aspects of the SES global geolocation capability provide support to the 24x7 operations centers for complex interference geolocation provide geolocation consultation, procedures and training to operations staff and support third party geolocation services. The incumbent will manage the configuration, upgrade, and critical operational data necessary to maintain high availability of the geolocation systems provide servicelevel management to external geolocation service providers and system vendors and provide guidance on requirements and strategic direction for future provision of geolocation services and systems to enhance SES customer service. The incumbent will also support other CSD operational systems and develop expertise in SSMS Frequency Coordination monitoring system, SatGuard TDMA analysis, MONICS carrier monitoring system, and other future operational systems to enhance and increase the expertise within the operations coordination team. Responsibilities Be the SES operational specialist in RFI geolocation, and work independently or with other operations staff as appropriate, for all aspects of geolocation services and support Act as coordination point with external companies and entities to support geolocation and RFI mitigation, and provision of services to third parties Gain and maintain the highest level of operational and technical knowledge of SES operational systems, in order to provide effective support to the operations teams and customer services Be accountable for the delivery of the SES geolocation capability to speed the resolution of customer impacting interference Undertake timely and unsupervised judgments involving highly complex facts, situations which require analysis and interpretation, and comparison of a wide range of options, to find solutions to rapidly resolve cases of RF interference Manage the development of training material and operating procedures, and provide teachingtraining of geolocation techniques and procedures to the 24x7 operational teams, and to other groups across the organisation Create reports and statistics as required on RFI events, activities, performance, usage of the systems, and customerspecific problems Ensure the availability and preparedness of the SES systems and all associated data and documentation, to support the 24x7 need for RFI geolocation, service monitoring, and RFI mitigation Present complex information at international conferences, as a trusted representative of SES, related to SES experience with interference, investigation of RFI, geolocation techniques, and innovative operational systems Liaise with Engineering departments for the specification, design, development, testing and acceptance of new hardware and software systems Participate in vendor meetings and negotiations, related to system and service development, upgrade, operations and maintenance Manage the servicelevel activities from geolocation service and system vendors Assist in formulating long term strategic guidelines to evolve and improve SES capability for geolocation and RFI mitigation, integration of monitoring and analysis tools, and operations improvement Always act in a proactive and selfmotivated manner to improve the overall customer operations and experience Provide oncall support to assist with resolution of urgent operational matters Experience Qualifications An electricaltelecommunications BSMS degree, or equivalent qualifications and experience Minimum of 7 years working experience in technical customer support and servicesystem management Advanced knowledge of techniques and operation of geolocation and monitoring systems, and RF interference mitigation Advanced theoretical and practical knowledge of satellite communications and RF systems Strong aptitude for a systems approach to problem solving, and good analytical skills Strong customer focus Selfmotivation, attention to detail and accuracy Good written and oral communications skills Ability to work independently, in a team environment, and in a supervisory capacity, as required Ability to train and coach other technical staff Maintain high level of operational systems availability, utilisation and accuracy Perform rapid and effective fault resolution Provide effective and appropriate management of the SES geolocation capability Ensure a close working relationship with, and support to, the operations centers and Ground Infrastructure engineering staff Maintain good relationships with external parties for coordination and data sharing, as may be required for geolocation and RFI mitigation with adjacent operators and third parties Represent SES geolocation and RFI mitigation expertise at industry events and conferences Innovate to develop enhanced tools, efficient processes, and effective operational solutions Travel as required Our Offer Competitive salary package, coupled with a diverse array of challenges and development benefits. SES is an Equal Opportunity and Affirmative Action Employer. This position reports to General Manager, Operations Coordination Apply for this Job online
Tags: service
customer
delivery
customer service
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