Ref 60-SEROP
Job context and purpose
Astrocast, in partnership with Airbus and Thuraya is building a network of leading-edge nanosatellites in Low Earth Orbit to provide cost-effective IoT services to the 90% of the world not covered by cellular systems.
Astrocast low-cost terminals collect and transmit data from sensors or other customer assets and transmit them to our satellite network. The collected data is stored on the satellite and then forwarded to ground stations located around the globe. The ground stations forward the data to the cloud database, which is easily accessible to clients.
Astrocast’s mission is to track assets, monitor the environment, and save lives by building and operating the most advanced and sustainable satellite IoT network.
In order to consolidate our Customer Service Team, we are looking for a Service Operation Manager who will report directly to the Head of Customer Service. Thanks to his technical background he will have the responsibility to support Astrocast’s customer and service delivery.
A day in the life of an IoT Service Operation Manager
- Establishing relationship with customers, becoming the first contact point for technical inquiries
- Develop and track productivity metrics to ensure the team can meet Service Level Agreements (SLA)
- Communication with customers/end users, keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Recording, monitoring, and handling of support cases in the ticketing system
- Categorize and prioritize end-user support requests and service requests
- Preparation, planning and coordination of maintenance operations. Business Continuity & Disaster Recovery testing.
- Develop monitoring solutions (reporting, dashboards, activity report …) to meet the commitments to our customers.
- Troubleshoot IoT connectivity issues.
- Contribute to the continuous improvement of the operations, from technical improvements to procedural efficiencies.
- Collaborate effectively with the Space Operations and R&D teams to improve Service availability and performance.
- Develop and maintain technical documentation and training documents.
- Design and implement new processes to increase automation.
- Submit weekly reports to the Head of Customer Service.
What will make you successful
- Minimum bachelor’s degree in engineering / science disciplines or equivalent
- Working experience in Technical Service Delivery / Customer Service preferable in international companies
- Minimum 5-year of experience in a comparable position
- Strong interpersonal and customer facing skills with ability to lead projects autonomously and to collaborate effectively with various scientific and business representatives in an international environment
- Demonstrated leadership in service and customer orientation (Technical Service, Professional Service, Projects)
- Technical and analytical mind-set. Experience of incident management.
- Demonstrated organizational and planning skills, including action oriented and can-do attitude, focused urgency and driving for results
- Proficient with Microsoft Office suite (Word, Excel, PowerPoint, Sharepoint)
- Open-minded, positive attitude and strong attention to details
- Excellent verbal and written communication and presentation skills
- Fluency in English, any other language an asset
- Knowledge of satellite communications systems (including link budgets, general radio theory and basic orbital mechanics) is a plus
What we offer
Astrocast supports equal opportunities employment.
Our values are important to us as they define Astrocast culture and represent what we believe in:
- Agile – stay ahead of the game and be ready for the next challenge
- Smart – be smart enough to set goals you can reach and navigate to get there
- Team-oriented – share knowledge, trust your colleagues and be committed
- Respectful – embrace diversity, new ideas and value differences
- Open-minded – think outside the box, be open to change and learn from failures
Astrocast offers flexible working time, team events, free fruits and great offices, in a dynamic, friendly, innovative and multi-cultural work environment.
- Start Date: February 1, 2021
- Contract / mission duration: permanent position with 3 months trial period
- Activity rate: from 80-100%
- Location : Astrocast, Chavannes-près-Renens, Switzerland
Please send your complete application including CV, cover letter and work certificates before 31.01.2021 to jobs@astrocast.com
