Airline Care Technical Specialist Featured
- Ft Lauderdale, Florida
- Job ID
Airline Care Technical Specialist job at Inmarsat in Ft Lauderdale FL
Description, duties, responsibilities
Inmarsat has been at the forefront of global mobile satellite communications for over thirty years and is the market leading provider of voice and high-speed data communications for users on land at sea and in the air through its constellation of 13 geostationary satellites. Inmarsat plc is a FTSE listed company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure Inmarsat is at the forefront of global mobile communications innovation.AviationInmarsats Aviation business unit is the leading provider of satellite communications solutions to airlines operators and passengers worldwide keeping people in touch at 35000 feet in the sky. Inmarsat provides the ultimate inflight connectivity experience for the entire aircraft from voice and safety communications in the cockpit to high-speed reliable broadband in the cabin.Primary role purpose:The Airline and Reseller Care Coordinator is a customer facing role for technical matters. The aim of the position is to ensure that customer technical inquiries are promptly and accurately answered. You will also proactively monitor and analyse the performance of the fleet and aircraft assigned to you.You will be responsible for the first level of investigation of technical matters including troubleshooting and log analysis and you will escalate to Inmarsat ABU Operations when appropriate. You will follow up with internal technical teams and will provide regular updates to the customer.Based on your investigations and analysis you will also deliver the Service performance report to the customer explaining trends and variations providing updates on known issues and summarizing actions plans. You will attend Customer meetings to present these results.In coordination with other teams (Field Service Representatives Program Manager and Key Account Manager) you will ensure a comprehensive and prompt answer to Customer requests.Key Responsibilities:Acting as a point of contact for Customers this position will: Manage their technical inquiries providing prompt responses and regular updates Perform a first level of troubleshooting and investigation of technical matters Coordinate with internal stakeholders when appropriate (ISAT Operations ABU Operations Field Service Representatives Design) and track resolution When required coordinate the investigation with external partners Understand technical issues in order to identify them during your log reviews Be active in raising any suspicion of new issues based on your analysis and log reviews Explain known issues simply and clearly to the customers Timely deliver recurrent and adhoc reporting Monitor fleet performance from a statistical perspective Monitor aircraft performance from a technical investigation perspective Identify and propose improvement opportunities Follow up on internal action plans to improve Service performance and emphasize their benefits to the customer Track Change Requests from your customers reporting them internally in order to get a 360? impact assessment and costing Be the voice of your customers and their passengers during internal meetings Based on the activity of our call centre deliver to the Airline a synthesis of the passenger careEssential Knowledge and Skills: 5 years industry experience preferably within aviation. BSc/BEng in a relevant technical degree Previous experience with Operations managing technical inquiries. Previous experience liaising with Value Added Resellers Distribution Partners and OEMs. Strong troubleshooting and analytical skills. Clear and concise communication skills; ability to articulate technical material to both technical and non-technical audiences. Excellent inter-personal and communication skills with the ability to build relationships at all levels. Ability to work under pressure against tight timelines. Quick thinking and delivery focused with a meticulous attention to detail. Accustomed to working in cross-functional teams. Excellent organizational skills with the ability to multi-task. Good knowledge of Microsoft Office tools (MS Excel MS PowerPoint etc.) Available and willing to travel worldwide.Desirable Knowledge and Skills: Understanding of mobile satellite or cellular industry IFE IFC and/or Avionics experience Experience in supporting aviation equipment/services Prior experience in an operational role within the mobile satellite communications industryYou must be eligible to work in this location advertised.Inmarsat Values:Our values define Inmarsats culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values they create a stronger working environment and lie at the heart of our continued success as an organisation. Accountability - taking ownership getting results and keeping our promises Respect - collaborating embracing diversity and valuing differences Excellence - creating bold solutions for our customers and putting quality at the heart of everything we doClosing date for applications: posted until filled
Inmarsat Company Overview
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