Marine Service Manager
Location: Redhill
Contract: Permanent
We are looking for a Technical Service Manager with experience within the marine industry. Our client work on I.T solutions and Satcom communication services for the marine industry.
In this role you will ensure effective, timely and robust management of all UK Government support cases for CSC4 to ensure SLA/KPIs are met or exceeded.
Role Responsibilities – Marine Service Manager
Reporting into the UK Senior Technical Services Manager, this role will take ownership of all support cases across Commercial Satellite Communication Services (CSCS) and will work closely with the MOD System Engineering and MOD Project teams
As the case develops, ensuring that relevant teams responsible for the ticket at the time is supported and managed to ensure effective support case resolution.
Calling internal multi-discipline resolver groups, as required.
Internal briefings to senior management regarding status and plan of action for support cases .
Ensure all logistical and technical support elements of each engineer’s service visit are managed to ensure maximum efficiency is gained (e.g combining with project work or surveys where possible), this is to ensure correct equipment is used and returned correctly and appropriate for the visit.
Manage each support visit so that all commercial arrangements are understood such as internal/external invoicing and liaison with external MoD customers if needed to agree any terms
Working with the Senior Technical Service Manager and Field Service Engineering Team, ascertain feedback to project engineers/managers where issues arise that inform documentation amendments & updates.
To act in a professional manner to NSSLGlobal’s Government customers, showing clear technical knowledge confidently including attending complex support issues with MoD Authorities & NSSLGlobal staff in relation to resolutions, virtually or in person.
Creation of support documentation as required to ensure continued improvement of processes.
Tracking support trends utilising our Ticketing System and other resources, as required, and owning improvement programmes.
Ensuring effective capture of the case on Secure Insight for configuration control.
Be able to manage minor projects that fall under support/obsolescence programmes as assigned by the Programme Manager.
Management of the MOD Escalation Process, refining such that detail is captured as required.
Provision of training to 1st and 2nd line support staff and also assist in facilitating onboarding new Field Service Engineers.
Assist in the launch of new UK Government services into the organisation including any support documentation required.
Prepare handover notes for others in the Through-Life Support Team and Support teams prior to annual leave or periods away from the office.
Be willing to ‘roll-up sleeves’ to achieve success.
Ensuring that CSCS4 spares holdings are sufficient and being part of the procurement of additional spares as required.
To undertake any other duties as may be required and as directed by the Senior Technical Service Manager
An ideal candidate for the Marine Service Manager role would have:
Must hold, or have the ability to achieve DV Security Clearance
Royal Navy technical comms experience across COMSAT, MILSAT, MNE and Message handling
A desire to want to immerse themselves technically to become proficient in support
Understanding of wider MOD networks across land and sea.
Technical experience of electrical/electronic, IT networking equipment and satellite communication.
Must be extremely customer focused with a proactive and flexible approach to work.
For more information on this role, please contact Juls Bujalska on (phone number removed) or send a copy of your CV to (url removed)
Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.
Omega is an employment agency specialising in opportunities at all levels within the Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables and Tech sectors
