Controller, Customer Service Delivery

ROLE DESCRIPTION SUMMARY

Join SES, one of the biggest satellite operators with satellites in two different orbits and deep expertise on delivering video and data services to the globe. In our Video customer interfacing Service Management Centre we are looking for a controller to join our 24x7 shift team.

Our team is part of the Operations group connecting directly with the customers. This is a key role in the organization as it involves performing diagnostics, creating maintenance requests, and coordinating with the internal and remote teams to support our customers.

This is a great entry-level position to join a dynamic and progressive technology company with an exciting future.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• 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 24/7 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)
• Perform other duties as required by management

COMPETENCIES

• Basic knowledge of satellite communications techniques, architecture and protocols
• Basic knowledge of DTH platforms, IP networks and Internet infrastructure (BGP/DNS/IPV6 etc.) and/or Broadcast systems and technologies (DVB/Multiplexing/Contribution/Distribution)
• Basic knowledge of systems and server infrastructure (Linux/Windows)
• Strong aptitude for a systems approach to problem solving, and analytical skills
• Excellent written and oral communication skills
• Strong customer focus
• Self-motivation, attention to detail and accuracy
• Ability to work in a team environment, and independently as required
• Operating knowledge of VSAT platforms and associated systems

QUALIFICATIONS & EXPERIENCE

• An electronics/telecommunications (BS/MS) degree, or equivalent qualifications and experience
• 0-5 years working experience in technical customer support and service/systems management
• Theoretical and practical knowledge of satellite communications, networking and/or IT systems

OTHER KEY REQUIREMENTS / COMMENTS

• Quick learner
• Enthusiastic team player
• Good level of English, any other languages considered an asset