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Customer Service Manager, Maritime

Requisition Number:  13048
Contract Type:  Permanent
Location(s): 

Miramar, FL, US Manassas, VA, US

ROLE DESCRIPTION SUMMARY

 

The Customer Service Manager (CSM) role is a customer facing position in which the CSM is responsible for direct interaction with the customer while leading the effort to operate and maintain SES services that have been delivered to the customer. The CSM role will focus on supporting existing services for customers within the SES Maritime Business Segment and for providing support during the rolling out of new services.   The CSM owns the customer relationship on behalf of the Global Services organization during the ongoing operations and maintenance phase. The CSM is responsible for managing the operational performance and SLA’s of the customer sites and for driving service quality from the Global Services organisation. The Customer Service Manager is the key “Voice of the Customer” within SES, understanding what each customer values the most in terms of operational support and ensuring that the whole SES team interfaces with the customer to drive service quality to maintain and enhance revenue.

 

This specific CSM position will play an important role in maintaining current business and securing new business with a key passenger cruise line customer. Securing new business with this customer will be critical to the growth of the SES Maritime Business Segment.

 

The CSM will be the main operations leader driving the relationship with the customer and will have frequent interaction with the customer remotely and/or onsite at their facility. The CSM will lead the SES Global Services organization through the on-going operation and maintenance activities.

 

The CSM will also play a large and critical role in enhancing SES’s ability to delivery fully managed MEO and GEO services in the Maritime business segment.  The CSM will lead and assist the development of process, procedures, and tools to further advance SES’s ability to provide value added services to the Maritime customers.

 

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Interact directly and often with the customer to maintain a strong relationship and to ensure that a consistent high-quality service is provided
  • Operate as the point of contact to the customer for the SES Networks Global Services organization
  • Oversee the ongoing operations and maintenance support of SES services to Maritime customers with the intent to achieve specific performance objectives, with overall customer satisfaction as the highest objective
  • Work with the SES Networks Operations Team to ensure that SLA’s and KPI’s are achieved and customer expectations for service quality, resolution timelines and customer satisfaction are realized
  • Manage faulty equipment through the RMA and corrective maintenance processes
  • Perform incident and fault trend analysis to identify potential service improvements
  • Facilitate periodic service quality review meetings with customer to review incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes
  • Plan and coordinate periodic preventive maintenance activities required under the relevant SLA.
  • Communicate to the customer in a prompt and timely manner all planned service changes and associated outages
  • Report on the operational performance internally to the SES senior management team
  • Act as Voice of the customer and provide feedback to Product Development, Systems Engineering and Asset Management on requested features or enhancements, technical challenges, and SES customer support services
  • Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center
  • Be a champion within SES to work with the internal functional teams to help promote and enhance O3b culture of customer service
  • Lead and/or support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner.
  • Manage the customer specific operations & maintenance budget

 

COMPETENCIES

 

  • Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers
  • Strong project management and organization/coordination skills
  • Ability to work under pressure, use judgement to make decisions and adapt to change
  • World class attitude to customer service
  • Excellent presentation skills
  • Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs
  • Sense of urgency, initiative and competitive drive to get things done
  • Resourcefully working through or around anything blocking things that need to be accomplished
  • Ability to work at in a fast pace environment
  • Willing to travel and interface directly with clients, up to 25% of the time

 

QUALIFICATION & EXPERIENCE

 

  • Hands on knowledge of the implementation of satellite-based networks
  • A minimum of 5 years’ relevant experience in a project management, business management, service delivery and/or account management role
  • A minimum of 5 years’ relevant experience in the passenger cruise line and/or customer service business areas

 

OTHER KEY REQUIREMENTS / COMMENTS

 

  • Proficient in Microsoft Office skills, including Microsoft Project.
  • Knowledge of satellite industry and enterprise networks


Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

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