Customer Service Manager

The Customer Service Manager (CSM) is the technical point of contact for operational Aero services. The Customer Service Manager is a key member of the aero technical team, providing technical support and ensuring Service Level Agreements (SLA) are maintained. The CSM is responsible for operational customer services and works with the wider SES team to ensure that customers Quality of Experience (QoE) is a priority. The CSM will be responsible for scheduling internal/external calls and generating reports to communicate service operational statistics. 

You will be responsible for (this is not an exhaustive list):

• Support Aero technical and commercial team to ensure operational services meet contractual requirements during contractual term.
• Extract data from available sources to present Service Availability, Service Outages and Credit Details. 
• Create technical documentation and reports to communicate service availability and specifications to internal and external customers. 
• Challenge legacy processes based on assimilated data and present alternate efficient options.
• Develop and provide training to customers both internal and external on SES services and products.
• Support Marketing Department as technical consultant for SES products and services.
• Liaise with Aero technical team and SES operational teams to enhance service offerings and improve Service Availability
• Represent SES Networks at trade shows and industry conferences by presenting and supporting panel discussions
• Support operational events, emergency calls and customer meetings where required.  
• Track and understand new customer centric tools and disseminate information accordingly.  
• Maintains organization ethics and morals and always adheres to the SES Codes of Conduct.
• Other ad-hoc duties or projects, as required by Mobility Management Team. 
   

YOUR PROFILE:

Must Have

• Bachelor’s Degree in electrical engineering/Communications/Computer Science.
• Minimum of 5 years of relevant expereince in a technical role 
• Technical knowledge: Proficiency in satellite transmission technologies, vendor platforms such as iDirect, Gilat, Newtec etc.
• Theoretical experience with antenna design and optimization
• Knowledge of satellite transmission fundamentals
• Knowledge of satellite access technologies and earth station components.
• Knowledge of English both written and verbal is essential
• Excellent communication ability, both in written and verbal.
• Excellent interpersonal, presentation and sales proposal skills.
• Willing to travel internationally and meet directly with clients.
• Ability to work effectively in a global high energy multicultural team.
   

Nice to Have

• Good negotiation & communication skills to include excellent presentation skills.
• Proven customer relation skills.
• Ability to collate technical information into comprehensive customer reports
• Market intelligence & technology development awareness.
• Aeronautical or mobility communications background preferred
   

The salary range for this full-time position is $80,000.00 - $90,000.00 + bonus  + benefits. Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the target salary for new hires in Washington D.C. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. We understand market salaries can evolve and we are conscious that sometimes these will be open to review.