Service Manager

About us

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.

What you'll do

The Service Manager is a customer-facing role for performance matters. You will be, in coordination with the relevant Account Manager who handles the commercial matters, the point of contact for your portfolio of customer accounts; you will act as a Technical Account Manager and will be accountable for the Customer Satisfaction. You will be seen as a trusted partner by the dedicated accounts on technical matters, including but not limited to, operational performance viewpoints, supplying direct customer feedback and performance issues into the wider organization, including COO Problem Management, Business Improvement and Service/Product improvement teams.

Overall, the aim of this role, and of the team, is not to wait for enquiries and reply. We want to be proactive, to detect issues, to inform the customer before they identify the impact by themselves. We want to build a trusted customer relationship. This requires a significant level of technical analysis, including technical investigations, daily.

Being the main point of contact, your remit includes to ensure that customer performance and technical inquiries are promptly and accurately answered (you may have a level 1 role or be a point of escalation depending on the cases); to raise repeated issues to COO Problem Management; to identify improvements (of the product or of our processes); to coordinate with internal customers and external suppliers/partners; to coordinate Change Requests; to proactively inform Customers of planned and unplanned events; to optimize our SLA in accordance to the contract.

As a Service Manager, you will be responsible for sharing standard processes across the team, and with the other teams within the Inmarsat organization. This includes raising customer feedback with internal partners, providing inputs to improvement programs, being accountable for restoring trust (Tactical Service Management) on accounts that have performance issue and Customer Satisfaction on strategic accounts (Strategical Service Management).

As all members of the team, you are an actor of the coordination and efficiency of our team. Beside your key responsibilities, as a member of the group you handle urgent requests when they are outside working hours of other team members (other time zones, other working days in different countries).

The day-to-day

• Manage effective communication both internally and externally, ensuring that the business is fully aware of risks and mitigation
• Ensure proper follow up of the inquiries (technical and others) raised by the customers, ensuring prompt follow up is provided by the team and challenging answers to ensure their accuracy and understanding
• Be the critical contact point for the dedicated accounts for a variety of performance issues, supporting both internally and externally with providing feedback on corrective action in response to problems management issues and monitoring, measuring and reviewing results
• Perform investigations related to the Customers you are responsible for
• Identify and raise difficulties, performance issues and recurrent defaults
• Effectively communicate with customers the level of performance for the accounts, including known issues
• Ensure the business and the management are fully aware of risks and mitigation
• Coordinate investigations with external partners (e.g., OEM) when appropriate in coordination with the Supplier manager and track resolution
• Support the smooth transition from Program Management when new fleets or new platforms enter in commercial service
• Coordinate changes requested by the Customer to ensure expectations are met
• Timely deliver reporting and analysis including inputs from relevant internal or external customers
• Identify and propose improvement opportunities
• Follow up on internal action plans to improve Service performance and emphasize their benefits to the customer
• Be the voice of your customers and their consumers during internal meetings

What you'll need

• Degree in Engineering (or equivalent technical rating)
• Relevant experience can compensate for lack of formal education
• Strong technical background to understand our complex environment (Aeronautics / Maritime / Land, Telecom, Satellite communications)
• Previous experience in at least 1 of the following areas:
  
  o Maritime operations
  
  o Aeronautics
  
  o Commercial aviation operations
  
  o Satellite communication
  
  o Telecommunication
• Strong, pro-active relationship management skills and ability
• Clear and concise communication skills; ability to articulate technical material to both technical and non-technical audiences towards C- and VP level and below
• Customer service focus, with the balance of saying 'no' when appropriate; Ability to push back
• Strong ability to draw insights from data, analytical
• Quick thinking and delivery focused with a meticulous attention to detail
• Accustomed to working in cross-functional teams
• Ability to work under pressure against tight timelines
• Excellent organizational skills with the ability to multi-task but draw priorities
• Available and willing to travel worldwide
• Fluency in English and Mandarin

What will help you on the job

• Experience liaising with Customers, Partners, Value Added Resellers, Value Added Manufacturers, Distribution Partners or OEMs
• Experience of working in a wholesale environment with channel partners
• Knowledge in various networks technologies and communications
• Experience in project management
• Experience in change management
• Knowledge of process mapping and deep dive problem management

Personal qualities fundamental to success in this role:

• A demonstrated ability to work across organizational boundaries
• Objective, rational and multidisciplinary thinking
• Provide candid feedback
• Ability to face up to problems quickly and take action
• A willingness to be self-critical and learn from mistakes - avoiding hubris
• Acts within his circle of competence and knows the boundary
• Ability to finalise projects
• Proactive and analytical attitude
• Good interpersonal and communication skills, social and outgoing

EEO Statement

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.