Customer Care & Management

• Responsibilities include but are not limited to interfacing with customers setting goals and performing annual reviews with customers.
• Maintain a  close  relationship  with  clientele  for  support  and  feedback

• Responsible to ensure contracted services are delivered and meeting customer’s expectations as it relates to Service Quality and Performance.

Service Quality Assurance

• Meet with clients on an agreed schedule to review service quality and operational performance.
• Assist with periodic audits of retained and outsourced telecom services activities to ensure compliance with policies and procedures
• Define changes to the telecom services and/or service levels that require new initiatives, projects and/or contract changes.
• Produce SLA/KPI reporting based on the client contract requirements.
• Ensures the timely and efficient delivery of support service for clients.
• Monitor and action faults and service interruptions to ITC’S current IP network and satellite hardware.
• Review and validate telecom service performance reports from the service providers
• Ensure the resolution of any telecom operational and service provider-related issues
• Define and revise telecom service performance reports to enable performance trend analysis and improved business decision-making
• Development of a safety culture where safety comes before production.
• Ensure compliance with system procedures
• Ensure accurate project billing information is passed to the Billing Team in a timely manner after project completion

Mentor/Knowledge Share

• Train new staff on creating and maintaining effective client relationships
• Support manager in the selection of new team members and act as mentor for junior staff

• Strong knowledge and experience of Satellite Communication technologies (e.g. SCPC, TDMA, and Mesh) Detail oriented individual with proven ability to prioritize and multi-task.
• Ability to offer creative solutions and resourceful problem solving skills a must.
• Ability to build a high performance operational team focused on customer service.
• Energetic self-starter with the ability to work in a fast-paced environment under general supervision and direction. Must have flexibility of working extended hours as needed, and the ability to work independently.
• In addition to independent qualities, the ability to work well as part of a regional and virtual teams across multiple geographies/vertical markets.
• Well organized, effective written, verbal and presentation skills. Ability to prepare and present clear and concise oral and written opinions, reports and presentations.
• Proficiency with the Microsoft Office suite (Project, Word, Excel, PowerPoint and Outlook).
• Ability to effectively present information to top management.
• Demonstrated ability and skills to engage and influence stakeholders required to deliver projects.
• Demonstrates drive and determination to achieve success while being a self-motivator who sets clear direction and priorities.

Education Requirements

• Bachelor’s Degree/equivalent educational qualification in Information Technology, Electronic Communication, Computer Science or related field

Working Experience

• 6+ years of related experience; or 10 years direct field service experience in the industry may be substituted in lieu of degree.

• 5+ years of Service Delivery or Project Management experience.
• Must have demonstrated experience in ITIL
• Must have demonstrated and significant experience in Onshore/Offshore Oil & Gas, Maritime and Mining markets.

Working Conditions/Physical Elements

• Must be able to pass pre-employment and random drug and alcohol screens. ITC Global maintains a zero tolerance drug and alcohol policy.

Travel Requirements

• Occassional travel to other ITC Global offices or customer visits may be required.