Customer Excellence and Sustainment Coordinator

The Customer Excellence and Sustainment Coordinator is responsible for coordinating, supporting, and analyzing all work required to implement and sustain delivery of products and services to assigned customers. Primary tasks include coordinating parts ordering and delivery, coordinating installations with sub-contractors, on-site installation, and troubleshooting assistance after installation. Coordinating return merchandise authorizations, gathering and analyzing trend data for reports and to make recommendations for improved service to achieve customer retention. Candidates should possess a successful track record supporting U.S. government agencies or major industrial communications systems, with experience solving problems and advancing requirements within a global environment. 

US Citizenship required. 

Essential Duties:

·        Support a global satellite architecture, proactively respond to and resolve issues for customers.

·        Coordinate projects to on-board and implement support for new partners, vendors, and customers.

·        Guide the Installation, operation, and maintenance of user terminals in a wide variety of configurations.

·        Schedule, dispatch, and coordinate internal and external maintenance technicians.

·        Provide customers with responsive, concise, and accurate status or service updates, issues, and risks.

·        Interact in a technical team environment with software, network, and systems engineers.

·        Maintain awareness and engagement of trouble tickets to resolve network and/or remote terminal issues affecting assigned customers.

·        Champion and advocate for proper resources to resolve customer-effecting issues to maximize customer retention.

·        Input, track, and escalate warranty returns with customer and manufacturers.

·        Assist with architecture implementation and operational support.

·        Serve as subject matter expert (SME) on all user terminals.

·        Deliver train the trainer and user training onsite and after installation on OWT capabilities using OWT approved manuals and sources.

·        Gather, analyze, report and make recommendations on service history statistics.

·        Limited travel to domestic and international on-site work locations as needed; less than 5%.

EDUCATION AND KNOWLEDGE

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  Two-year college degree or equivalent work experience in electronics, computer science, information systems, or related technical field.

EXPERIENCE

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  Minimum of 4 years of experience in IP networking, satellite, microwave, or LTE transmissions.


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  DoD or maritime operations experience a strong plus.

TALENTS

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  The ability to plan, organize, and prioritize multiple simultaneous projects and performance objectives.


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  Work independently, or in a team environment to deconflict and support install, operate, and maintain assigned systems and complete work within established time frames.


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  Ability to successfully undertake tasks with broad and general guidelines, and address problems and situations that differ from one job to the next.


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  Creativity and curiosity to search for optimal solutions on novel problems.


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  Make professional technical presentations in writing, through email, reports, or orally, to internal and external customers and leadership.


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  Excellent English verbal and written communication skills.


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  Strong organizational skills and attention to detail.


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  Ability to act with integrity, professionalism, and confidentiality.
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to walk. The employee must regularly lift and/or move up to 20 pounds.

Eutelsat America Corp. and OneWeb Technologies are an Equal Opportunity Employer and does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

The above is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.