Service Improvement Engineer, RF & Media, CSI

ROLE DESCRIPTION SUMMARY
As a Service Improvement Engineer specializing in RF and media, you will be a customer- and operations-focused professional who provides leadership and technical expertise in support of SES customers and SES Customer Operations. You are highly motivated, disciplined, and committed to driving excellence in RF systems and media delivery platforms. Your role centers on enhancing the customer experience through proactive service improvements, particularly in areas involving satellite communications, broadcast media workflows, and RF signal integrity.
You will be responsible for identifying and implementing improvements across RF and media-related systems, tools, and operational processes. This includes close collaboration with cross-functional teams in Operations & Engineering (O&E) to optimize global procedures, streamline media transmission workflows, and ensure robust RF performance. Your efforts will directly contribute to increased reliability, reduced downtime, and elevated service quality for SES’s media and connectivity customers.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
•    Technical End to End Expertise: Head Continual Service Improvement (CSI) in assuming responsibility for overseeing technical aspects of the end-to-end design across all RF services. Represent a technical point of contact that analyses and identifies gaps within the current ecosystem, ensuring that they are addressed. This role confirms that improvement initiatives are effectively synchronized across the entirety of Operations and Engineering (O&E).
•    Customer Operations Performance Analysis: Showcase to senior leadership via standard presentations on how Customer Operations is performing. This shall include measurements across the core ITIL processes such as Incident Management, Change Management, Problem Management and Event Management. Effectively articulate improvement initiatives to secure Leadership’s support for the growth and maturation of Operations.

•    Problem Management Coordinator: Work in support of the problem management team as a subject matter expert and drive assigned problem tasks to resolution. Convey the communication between Customer Operations and Senior Management at CTO and L2 levels, effectively articulating progress, timelines and any technical blockers. 
•    Ensure SLA Measurement Compliance: Collaborate with Data Analytics to compile SLA (Service Level Agreement) calculations and ensure that Customer Operations remain compliant with reporting performance across all segments including Aero, Cruise, Media, and E&C in effectively meeting customer expectations. 
•    Onboarding: Collaborate with Service Delivery, Implementation, Engineering, and IT teams to ensure seamless integration of new products, tools, and services into operational workflows, mitigating potential gaps that could impact customer experience.
•    Mentorship & Coaching: Demonstrate mentorship, coaching, and guidance to NOC staff to enhance their proficiency in procedures, processes, troubleshooting, and consistency, fostering a culture of continuous improvement. 

QUALIFICATIONS & EXPERIENCE
•    5 - 7 years of technical support experience in the satellite communications industry
•    Fundamental knowledge and experience with stable and mobile antenna systems, RF theory, teleport operations, RFI mitigation and GEO satellites 
•    ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.