GSOE Technician Supervisor

$84,500 - $120,000/Yr

Viasat - Colorado City, CO

posted 2 months ago

Full-time - Mid Level
Colorado City, CO
Computer and Electronic Product Manufacturing

About the position

The position involves leading a technical customer service team focused on network management and performance. The role includes coaching team members, ensuring best practices in customer service and technical troubleshooting, and collaborating with engineering and analytics teams to provide performance summaries. The leader will also manage technician schedules, perform quality reviews, and support large RF and Facilities projects.

Responsibilities

  • Perform ticket quality review to ensure proper issue description, documentation, follow-up, and closure.
  • Ensure technicians are fully trained and assign training as needed.
  • Manage technician schedule, ensure proper phone queue support, and maintenance window operational support.
  • Perform technician duties when needed or during low staff times.
  • Provide administrative and logistics support for large RF and Facilities projects.
  • Assist Maintenance Planner with monthly, quarterly, and annual scheduled maintenance reporting.

Requirements

  • 2+ years of experience in leading technical customer service-focused teams.
  • Associates degree (Management, Communications, or Operations) or equivalent experience.
  • Experience supervising remote teams and personnel.
  • Ability to generate performance status reports and action plans.
  • Ability to identify problems, collect data, establish facts, and propose solutions and courses of action.
  • Excellent verbal and written communication skills in a complex environment.
  • Ability to communicate with various levels within an organization.
  • Demonstrable ability to quickly learn and retain knowledge of new technology.
  • Proficiency in speaking, writing, and communicating in English.
  • General understanding of Facilities and/or RF equipment, networking, and ability to read technical documentation.

Nice-to-haves

  • Experience in Atlassian Product suite (Jira, Service Management, Status Page, Confluence)
  • Experience working with SAP
  • Experience working with global teams
  • Network + Certification

Benefits

  • Comprehensive medical benefits
  • Financial benefits
  • Stock incentives
  • Holistic health and wellness programs
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