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Customer Excellence Specialist, Greece

ICEYE

ICEYE

Customer Service
Greece
Posted on Friday, June 28, 2024

Role highlights:

  • Customer Excellence Specialist
  • Greece
  • Permanent contract
  • Remote in Greece

Who are we?

ICEYE is the global leader in synthetic aperture radar (SAR) satellite operations for Earth Observation, persistent monitoring, and natural catastrophe solutions; owning and operating the world's largest SAR constellation. ICEYE is headquartered in Finland and operates from five international locations with more than 600 employees from nearly 60 countries, inspired by the shared vision of improving life on Earth by becoming the global source of truth in Earth Observation.

Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.

Our team is a tight-knit group of experts across many disciplines (e.g., engineering, software development, radar technology, etc.). We’re innovative, driven people who strive for excellence in everything we do. Teamwork, curiosity, and having fun are core values at ICEYE, and contribute to Making the Impossible possible!!

Why should you work for us?

ICEYE is at the cutting edge of new technology and we are continuing to build and operate our commercial constellation of SAR satellites. Working with ICEYE, you will be part of making the impossible possible, whilst shaping the Earth Observation industry. You will work with varied, diverse and engaged colleagues to further the ICEYE mission. At ICEYE we realise that without great people we can not succeed, therefore you will be an integral, valued and appreciated colleague, with the ability to directly shape the vision and direction of the business.

We actively support Continuous Professional Development, and will provide access to a range of avenues to allow you to succeed, including courses, training and attendance at conferences. ICEYE is a place where your development, your growth and your success is a priority.

What is the role?

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Excellence Specialist in Greece. This role is crucial in ensuring the seamless delivery of satellite radar data to our customers, managing orders from submission to final product delivery. The role requires proactive problem-solving and the capacity to handle various scenarios autonomously. The ideal candidate will have a background in geography, remote sensing, aerospace, or related fields, along with exceptional communication skills in English.

Regular Customer Excellence Responsibilities

Order Management:

  • Oversee the entire order process, from submission to the delivery of the final product.
  • Prepare comprehensive feasibility studies for satellite imagery, ensuring customer requirements are met.

Satellite Resource Planning:

  • Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
  • Perform SAR image quality control to maintain high standards.

Customer Interaction:

  • Resolve customer inquiries and complaints promptly.
  • Collaborate with cross-functional teams (satellite operators, sales, analytics, product software) to address project and customer-related issues.
  • Serve as a vital interface between clients and ICEYE, ensuring effective communication and interaction.

Process Improvement:

  • Contribute to the enhancement of existing processes and documentation.
  • Report to management on key performance metrics and anomalies.

Product Knowledge:

  • Maintain a thorough understanding of the company’s products, support, and services.

Account Management Responsibilities

Governmental and Commercial Contracts:

  • Serve as the point of contact for EMEA governmental contracts and commercial clients.
  • Conduct feasibility studies and effectively communicate results to customers.

Relationship Building:

  • Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.

Training and Progress Monitoring:

  • Coordinate and conduct service training for both internal and external customers.
  • Monitor order progress closely, proactively identifying and resolving potential issues.

Reporting:

  • Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).