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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
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