Customer Service Manager Fixed-Term Contract

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: 

Be one of the core members of the Customer Support in the Video Business Unit by building with us new foundations for Customer Care Excellence.

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

What You’ll Do:

• 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 customer services.  
• Ensure the activities are carried out in compliance with Service Operations security and quality policies.
• Ensure timely communication with customers on operational issues affecting Eutelsat Group’s communication services (ground and space infrastructure).
• Ensure the Operational Satisfaction of both Bandwidth Leases and Video Managed Service Customers globally.
• Maintain a detailed knowledge of the ongoing incidents and general activities impacting our Customers.

• 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 meetings with Customers to analyze incidents and identify and implement improvements.
• Propose models and modification to procedures to improve operational efficiency and Customer satisfaction.
• Participate in the team’s growth by becoming the reference and entry point for an identified set of Area Managers and closely follow-up Customers operational matters until complete resolution.
• Establish direct and collaborative relations with all the Eutelsat Group regional Offices.
• Ensure expertise on flexible payload satellites and actively collect customer feedback on operations for continuous improvement.
• Perform the daily monitoring and follow-up of channels on Eutelsat Group’s fleet.
• Manage service suspensions by properly interacting with the concerned Eutelsat Group teams.
• Contribute to tenders with regards to SLA and operational support matters.
• Participate in an On-Call Rota providing operational support to the Communication Systems Control Center.

What it Takes: 

• The candidate must have strong communication (written and oral) and relational skills to build solid trust with customers and technical teams with 3 to 5 years of experience.
• Strong analytical skills to collect and analyze technical data and provide incident and performance reports to customers and internally.
• Knows 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 candidate will be based in Issy-les-Moulineaux (Paris) with regular commute to Rambouillet teleport when necessary.

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 Eutelsat 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.