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Operations Analyst II, Customer Support

Requisition Number:  15776
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

ROLE DESCRIPTION SUMMARY

As our Operations Analyst, you will take ownership for resolving long-term and highly visible Customer Service incidents.You will coordinate with commercial, development, and technology teams to ensure delivery of best-in-class customer service.  In this role, you will perform in depth analysis of RF interference events, searching for root cause, and identifying prevention methods.  Additionally, it is expected that you will support the development of operational and system requirements by liaising with multiple departments within SES.   At times, there will be an opportunity to support other projects and activities affecting all areas of operations in order to provide best in class systems and services for SES’ operational teams.  Please note this position is located in Manassas, VA and requires rotational on-call support.
 

If this sounds like an interesting position, please click below to read more.

 

Extended Job Description:

PRIMARY RESPONSIBILITIES

  • Coordinate PMOC’s efforts in supporting advanced SES Global Services activities, such as HTS operational development and furthering the integration of SatID, Satguard, Sentinel, Dataminer, and other emerging systems into operations
  • Update monitoring plans after satellite re-configs, execute ESG calibrations, etc
  • Track and resolve complex technical and operational issues affecting customer transmissions on the SES satellite network including GSM, radar, sweepers, rebroadcast etc
  • Maintain the highest level of operational and technical knowledge of the communications monitoring systems in order to act as a systems expert in supporting 24/7 operations
  • Ensure that operational tools used by the operations centers are appropriate and effective for their tasks
  • Participate in internal and external customer meetings, and conference calls, to develop strong relationships with key internal, external and industry stake holders.
  • Respond to escalations from Operations teams on any topic affecting customer services
  • Provide support to Operations teams on any escalated issue affecting customer services

 

COMPETENCIES

  • Strong aptitude for a systems approach to problem solving, and good analytical skills
  • Strong customer focus; demonstrate excellent customer service and interpersonal skills
  • Possess the ability to make timely, informed decisions that consider the facts, goals, and constraints
  • Must be able to support customer training and support of sales when needed
  • Thorough knowledge of HTS

 

QUALIFICATIONS/EXPERIENCE

  • An electrical/telecommunications (BS/MS) degree, or equivalent qualifications and experience
  • Must be willing to work in a 24/7 environment, on-call rotation
  • High level of knowledge of the following tools: CSM, Satguard, and SatID
  • Minimum 5 years working experience in technical customer support and service/system management 
  • Advanced knowledge of Carrier Monitoring and Geolocation systems, RF interference mitigation techniques
  • Strong proficiency in software tools and applications, such as Word, Excel, and PowerPoint
     

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, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis 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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