Energy CSC Supervisor
About The Position
The Energy Customer Support Center Supervisor is a key member of ViaSat’s Energy Services Support team, which helps deliver and maintain Viasat’s best-in-class Managed services to our Energy Service customers. The Energy Customer Support Center Supervisor also plays a critical part in our product portfolio, supporting quality checks in documentation for new service installations and after maintenance of the Viasat onsite equipment. This position requires contributing to shared knowledge, documentation, training of peers, other stakeholders and developing staff to support customers. The ideal candidate will have a background in Radio Frequency, Networking, specifically Cisco routing and switching and, SDwan technology. The critical nature of the work requires good judgment, initiative and specialized technical expertise to understand problems and develop recommended solutions.
Requirements
- Proven ability to communicate, escalate and collaborate organization wide and to external vendors and customers
- Exhibit ability to effectively communicate cross organizationally and externally
- Proven leadership qualities and strong communication skills
- Successfully able to identify, lead and execute complex departmental projects, and those assigned by Manager CSC with minimum supervision.
- Successfully able to identify and execute departmental projects, and those assigned by Manager CSC with minimum supervision.
- Be able to work shift hours and ensure attendance on-site for team-members.
- Understanding of ITIL principles
Nice To Haves
- Prior experience with RF Satellite or Wireless Communication Systems
- Associates degree or equivalent experience
- Prior experience working with Cisco, Versa, or Fortinet
- Experience with Cisco hardware and software elements involved in IP networking and satellite communications.
Responsibilities
- Supervising a team of analyst and satcom specialists engaged in maintaining the VSAT / Network as well as analysis and troubleshooting of the installed Viasat system.
- Requires knowledge of theory and practices of RF technology.
- Initiates and communicates a variety of administrative personnel actions (e.g., Performance Reviews, scheduling and/or approving OT, PTO and disciplinary actions)
- Coordinates the Day-to-Day operation of employees on assigned shift, assigning tickets, monitoring ticket queue and reviewing progress and accuracy of work, directing efforts and providing technical guidance on complex issues.
- Oversees the day-today operations of the Customer Support Center team and works cross-functionally with Engineering, Operations, and others as applicable.
- Responsible for training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
- Has a comprehensive understanding of internal and external operational procedures and processes and applies them to the completion of complex technical assignments.
- Be able to fill the Analyst I or II role as required or when there are staff absences.
- Ensure Daily Reports are accurate and functional for the morning leadership and operations review.
- Will oversee team reporting and review with staff.
- Capable of managing the CSC Daily Operation Meeting
- Any other activities as designated by the Customer Support Center Manager
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
