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Service Agent Gateway Operations

Requisition Number:  13284
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

At SES, we cultivate an inclusive and healthy work environment that enables us to drive business success. As a company dedicated to Diversity & Inclusion, we believe our story should reflect those of the millions we serve. We are committed to increasing the number of employees from underrepresented groups and nurturing an inclusive company culture where people can flourish.

Our purpose is to ensure safety of our combined GEO and MEO fleet and maximise spacecraft lifetime, provide best performance to SES customers. We drive innovation for our infrastructure, products and services and manage spacecraft procurement for both heritage and next-generation systems

 

Are you…? 

 

  • Eager to provide the best experience for our customers and be the first point of contact for any gateway intervention
  • Skilled at maintaining Gateway availability and providing customer continuity?
  • Looking to work within an international organisation, in a fast-paced environment and become a valuable member of a successful team

 

If you are interested in becoming part of the SES family, click on ‘read full job description’ to find out more. 

 

Extended Job Description:

Primary Responsibilities/Key Result Areas:

 

  • As member of a global Gateway Operations team, provide a qualitative approach to continuously improving the experiences or our customers.
  • Be the first point of contact for any Gateway issues and work with solutions at the cutting edge of technology
  • Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues at SES owned or managed Gateways and Teleport Infrastructure for O3b mPOWER as well as other MEO/GEO missions
  • Monitor all Gateway elements including ground based large aperture Antennas, RF, Teleport Infrastructure, Network and terrestrial circuits and Control systems to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLAs)
  • Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
  • Participate in the daily health checks and escalation point for any issue
  • Gather, organize, and analyse large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
  • Work 12 hour rotating shifts that may include nights, weekends and holidays

 

Who We Are Looking For (More About You):

 

In order to achieve the outcomes described above, we believe you will be able to demonstrate some or all of the following:

 

Skills/Competencies:

 

We’re looking for a self-starter and brave pioneer with a drive for excellence. Someone that takes a pro-active approach and holds him/herself accountable without shying away from responsibility. Given the nature of the role we feel it’s important for you to understand your own added value and make yourself heard.

 

  • Comfortable working with minimal supervision and able to deal with changing priorities
  • Demonstrates a customer-focused business led approach
  • Adaptable, dynamic team player with effective intercultural awareness
  • Competent in breaking down data or problems to develop solutions and explanations
  • Self-Starter with a high level of personal accountability
  • Very good presentation & communication skills (written / oral)
  • Ability to multitask by managing, tracking, and resolving multiple issues simultaneously

 

Preferred Education & Experience (a combination of education and experience will be considered):

 

  • Bachelor’s degree in Engineering, Satellite Communication, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
  • Minimum of 2 years’ experience in technical support experience in the satellite or wireless communications industry
  • Technical support experience in the satellite or wireless communications industry
  • Advanced knowledge and experience of Ground based Antenna systems
  • Excellent command of Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)
  • Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus

 

Preferred Qualifications:

 

  • Fluent in English
  • Microsoft Office Competent
  • Analytical reporting

 

What’s in it for you:

 

  • Benefit of being on the cutting edge of Gateway technology
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programmes (varies by location)
  • An employer that values all aspects of Diversity and respects every individual’s story

The contents of this job description are subject to change. SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, ancestry, national origin, gender, sex, sexual orientation, gender identity, marital status, religion, age, disability, veteran status, or other characteristic protected by local, state, or federal law.

 

 In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.


Nearest Major Market: Washington DC

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