Maintenance Field Service Representative (Remote)

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you’ll do

The SGS-E Maintenance Field Service Representative (FSR) is responsible for maintenance of a sophisticated innovative satellite ground station. The FSR will support the Site Manager to ensure that the ground station system remains functional for use by our critical customer and will collaborate with other members of the site maintenance team and the wider Program team to ensure that ground station maintenance is in accordance with customer requirements, is conducted safely and is completed to the highest of standards. The FSR is responsible for overseeing and ensuring the highest level of service quality and customer satisfaction for our government client.

The day-to-day

Some key responsibilities of the Program Manager are:

• Working closely with the government client on resolving corrective maintenance issues
• Working closely with management to provide advice on preventive maintenance activities
• Establishing and leading regular support service reviews
• Liaising with support contractors for calibrations of various fielded equipment
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships
• Ensuring systems, procedures, and methodologies are in place to support delivery of contract deliverables
• Performing trend analysis and developing, owning and driving general service improvement plans
• Resolving called out customer specific issues and improving service methodologies to increase team productivity and performance
• Production of technical and calibration reports for managers and government partners
• Be part of an 24/7 on-call roster

What you’ll need

• Have a deep understanding of Satellite communications and best practices. This includes Incident management, important metric monitoring, problem management, and service level management
• Have strong interpersonal and communication skills to build and maintain relationships with all stakeholders
• Possess leadership qualities to guide and motivate teams. This includes the ability to lead without authority, to delegate tasks, to provide clear directions and to inspire collaboration and teamwork
• Being able to multi-task and prioritise work objectives. They need to be able to plan, organise, and coordinate assets, timelines and deliverables
• Be skilled at analysing complex situations, identifying problems, determining root causes and proposing effective solutions. They need to be able to think critically and make decisions quickly to address service/solution-related challenges
• Have a continuous improvement mindset. They need to be able to proactively identify areas for improvement, implement process enhancements, and drive efficiency in the services/solutions handled
• Must be an Australian citizen with an active Australian Government Security Clearance (NV1) or have previously held one.

What will help you on the job?

The Field Service Representative:

• Should understanding the satellite earth terminal transmit and receive chain block diagrams
• Should have a broad technical understanding of satellite telecommunications processes, systems, infrastructure, and technologies
• Hold current trade qualifications in an RF-related field.
• Experience in Defence Sustainment Contract deliverables and meeting critical metrics
• Ten or more years of experience in a telecommunications maintenance role
• Extensive experience utilizing various RF test equipment and methodologies