Customer Support Engineer – VIE Mexico – 24 months full_time

Connect with Eutelsat Group

Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator.

As a global leader in satellite communications, we provide infinite connectivity, broadcasting television channels and packages, transmitting news reports, provide wholesale broadband Internet access services.

With Eutelsat Group You’ll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

Where your skills ignite opportunities & you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Who You Are:

You want to make a real difference in the world by joining us on our mission to be the most trusted partner for GEO-LEO global satellite connectivity, finally bridging the digital divide.

Join us today because connecting your world changes everything.

What You’ll Do: 

Be the pioneer of the activity sharing between France and Mexico by building with us new foundations for Customer Care Excellence.

In this role, you will act as a Customer Support Engineer. You will interact with our Communication Systems’ Control (CSC), our teleports’ technical teams, finance and Sales and our Customers.

As Customer Support Engineer (VIE 2-year short-term contract), within the Video Business Unit, your main missions will be:

• Ensure that the operational acceptance process for Managed Services is properly and timely followed up.
• Ensure the coordination of all changes to the communications infrastructure to minimize the impact on commercial services.
• Ensure the activities are carried out in compliance with Service Operations security and qualities policies.
• Ensure timely communication with customers on operational issues affecting Eutelsat communications services.
• Ensure the Operational Satisfaction of both Bandwidth Leases and Managed Service Customers globally.
• Maintain a detailed knowledge of the ongoing incidents and general activities within the CSC.
• Ensure a constant and solid participation in the management of service incidents.
• Maintain a proactive approach in the communication process along the incident management when required:
  • timely and close exchange with the CSC and the Teleport teams
  • frequent updates and final report delivery to Customers
• Establish periodic meeting with Customers to analyze incidents and find improvements.
• Propose models and modification to procedures to improve the operational satisfaction.
• Participate in the team’s growth by becoming the reference and entry point for an identified set of Area Managers and Customer Care for following up customer Incidents.
• Establish direct and collaborative relations with all the Eutelsat regional Offices.

What it Takes: 

• You have strong communication (written and oral) and relational skills to build solid trust with customers and technical teams.
• Strong analytical skills to collect and analyze technical data and provide incident and performance reports to customers and internally.
• You know how to navigate through ambiguity with the right level of assertiveness for effective decision making.
• Good knowledge or passion for the satellite industry or Radio Frequency, Video technologies or Network.
• Proficient in English (Spanish could be a plus).
• Graduated (Bac+4/5) in telecommunications/space engineering.

Where You’ll Be: 

The position is based at Iztapalapa or Reforma, Mexico.

The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eut elsat group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).

This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.