Customer Support Engineer - VIE Mexico - 24 months (M/W)

Join Eutelsat and use your skills to contribute to innovative projects.

Eutelsat is one of the world's leading commercial satellite operators with a fleet of about 40 satellites. As a space pioneer with over 40 years of experience, our mission is to provide satellite capacity.  Our satellites are used to broadcast television channels and packages, transmit news reports, provide broadband Internet access services and interconnect data networks. 

All our efforts are aimed at providing the highest quality of service to our customers, based on 5 pillars: 

• The best of space to the earth

• Global coverage for local connectivity

• Technological excellence made accessible to all

• A key position at the heart of telecom and audiovisual networks

• Innovation, driving the connectivity of tomorrow

Eutelsat embodies passion, innovation, technological excellence, and pioneering spirit, founded on years of experience and unparalleled customer service. 

What you find with us is a fantastic opportunity to live your passion and develop new skills within a diverse and international team.

Your impact: 
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. 

Roles and responsibilities:

• 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.

Your profile:

• The candidate must 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.
• 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.