Technical Account Manager SeaMobile

GENERAL PURPOSE: Supervises the day-to-day activities of field technicians involved in servicing, installations, maintenance, monitoring, and assuring network quality. Responsibilities include technical and operational management of all aspects of customer service, including management of technicians in the installation, repair and servicing of maritime satellite systems aboard vessels. The monitoring of MTN systems and network information that interfaces with management, sales, and marketing.
ESSENTIAL DUTIES/RESPONSIBILITIES:
Responsible for planning, organizing, scheduling, and managing all technical operations with respect to installation support, field service, equipment moves, adds and changes to MTN systems.
Responsible for all services provided to the vessel, responsible in interacting with all departments to facilitate all issues.
Is directly accountable to ensure that all services provided are fully operational.
Responsible as the point of contact with the designated fleet and maintain communications with the client about all services.
Schedules and prioritizes workload; conducts manpower planning activities.
Provides second level problem resolution for technicians involved in the field engineering, testing, analysis, and monitoring of network components and systems.
Responsible for customer satisfaction and quality assurance.
Monitors job costs and directs and supervises field service technicians, production control, warehouse, training, and testing staff.
Responsible for the coordination of Technical Service Representative training.
Hire, train, develop, motivate, manage, and evaluate field service staff consistent with supervisory training philosophy. Provide on-going feedback regarding performance and expectations.
Ensures that routine maintenance on assigned ships is completed regularly. Adheres to the SLA of the contracts and maintains system checks to ensure quality of the link.
Responsible for on-call pager after hours and on weekends.
Other related duties/responsibilities as may be assigned.
NATURE OF WORK CONTACTS: This position will report directly to the Director of Technical Services; daily contact and interaction with operations staff, company personnel, customers, vendors and contract services personnel.
MIMIMUM QUALIFICATIONS: Strong customer service and technical background. Bachelors degree in Electrical Engineering, Electronics or similar discipline with 3-6 years experience in a related field; or 5-8 years practical experience managing telecommunications facilities and field service staff.
PHYSICAL/SENSORY DEMANDS: Heavy telephone and computer use; ability to read and note equipment setting on small LCD screens. Domestic/international travel approx 25.

Location:	1200 Westlake Avenue North Suite 600 Seattle, WA 98109 United States