Field Service Specialist

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

The role of Field Service Specialist is responsible for supporting Viasat and Viasat Partner Technicians during all service and installation activities on board vessels, as well as working closely with Customer/Technical Support and Global Service Delivery to advise on repairs, maintenance and installations. The Field Service Specialist is considered a subject matter expert.

• Remotely validate the installation of GX Ka-band and L-band systems performed by installers
• Collaborate and provide remote assistance to internal and third-party Field Service 
• Remotely diagnose stabilized VSAT systems, FBB terminals and networking peripherals in order to scope spare part requirements and repair activities to reduce workload and cost
• Responsible for remote verification of new installations, upgrades, repairs, maintenance and virtual annual service and installation projects
• Devise solutions to complex function impairments within the capacity and operational limitations of Inmarsat managed service solutions
• Responsible for monitoring service requests and evaluating system failures and failure history to ensure that scope of work addresses definitive resolution
• Accountable for self-replacement decisions and creating user guide documentation as required by work scope
• Responsible for running Remote Health Checks as per our Fleet Care product procedures
• Perform proactive monitoring of our customer base and resolve issues found based on assurance data captured
• Contribute to development of tools and processes used for proactive monitoring and repair capabilities
• Responsible for creating and maintaining the service report used by our internal and external field engineers
• Collaborate with CTO to validate vendor firmware/software updates for Inmarsat products and services
• Provide reporting to Supply Chain and Quality to ensure adequate stock levels based by repair trends
• Collaborate and participate as a SME (subject matter expert) in various projects run by CPM such as product/service development, implementation and testing
• Share knowledge and act as a SME/trainer for various groups within Service Delivery team and Global
• Customer Operations where training or assistance is needed
• Update guidance and be at the forefront of understanding new technologies within the organisation
• Work as part of a shift rotation

• Bachelor's degree or equivalent experience in relevant science or technology field
• Understanding for applications Incl. JIRA, ServiceNow, SharePoint. SPLUNK, CISCO and Linux
• Understanding of DNS, TCP/IP, SSH, DHCP of both Windows and Linux/Unix Operating Systems
• Experience in developing standard methodologies, creating scalable and sustainable processes
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi and Bluetooth within a mobile / satellite environment
• Working knowledge of VSAT

• Experience in working in an international technical support environment
• Hands on field technical experience in consumer electronics or the IT industry
• Good understanding of core Inmarsat Products & Services and their Experience in working in a technical and international customer service environment
• Practical experience of standard process in order fulfilment, technical service and customer services processes
• Skills in IP Technologies, Telecoms or Satellite Communications including hands on experience with actual systems
• Strong people skills, confident and comfortable at engaging collaboratively in an intellectual and multinational environment at all levels
• Influential with the ability to operate at both strategic and operational levels
• Cisco CCNA certified
• Python scripting
• Knowledge or certification in ITIL service operation

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.