Lead Collections Specialist

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.

As a SATCOM Specialist you will connect with Aviation Operations Managers, Quality Assurance, Materials Management, and contract maintenance to support the repair and maintenance process. You will participate with technical teams to diagnose, solve and repair any discrepancies related to the terminals in accordance with approved technical data, analyze system reliability, and determine a course of action based on those findings.

You will also provide remote assistance to support diagnostic checks on Viasat IFC equipment installed on mobility operations customer vehicles, coordinate new software roll‑out, testing and implementation to minimize impact to reliability, review terminal historical data, and develop action plans based on data trends and team analysis. This will require you to generate metrics from historic analysis provided by the maintenance control team, use Splunk to resolve predictive failures, trend common failures, provide recommendations to development engineering, and retrieve and analyze log files.

• Designs and provides technical guidance for internal personnel analyzing and fixing unscheduled maintenance on Viasat IFC system.
• Communicate with Aviation Operations Managers, Quality Assurance, Materials Management, and contract maintenance as required to support the repair and maintenance process.
• Participate with technical teams to diagnose, troubleshoot, and repair any discrepancies related to the terminals in accordance with approved technical data.
• Analyze system reliability and determine a course of action based on those findings.
• Provide remote assistance to support diagnostic checks on Viasat IFEC equipment installed on mobility operations customer vehicles.
• Coordinate new software roll‑out, testing and implementation to minimize impact to reliability.
• Review terminal historical data and issue action plans as required based on data trends and team analysis.
• Generate metrics from historic analysis provided by the maintenance control team.
• Use Splunk to determine predictive failures and trend common failures to provide recommendations to development engineering.
• Retrieve and analyze log files in a Linux environment.
• Own User Interface software improvements and provide recommendation to engineering for corrective action.
• Manage over‑the‑air terminal software roll‑out and coordination with internal and external engineering.
• Own all single terminal investigations.
• Manage operations repeat and chronic programs.
• Provide source data for technical training department.
• Perform other tasks as assigned by the Manager, Customer Support Center (CSC).

• 5+ years’ experience in troubleshooting and triage of technical issues in a fast‑paced environment, to support customers.
• Network Operations and Product Support.
• Analyzing and trending operational data to gain efficiencies.
• Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory.
• Working experience in a Linux networking environment with log analysis.
• Proven ability to provide on‑the‑job training related to Linux, Satcom and troubleshooting mobility terminals.
• Ability to work a flexible schedule in a 24x7 environment as needed to support round‑the‑clock operations.
• Ability to assist customers with complex troubleshooting without instruction, using sound judgment to obtain results.
• Ability to travel domestically and internationally up to 10% of the time.
• A problem‑solving attitude and a proactive approach to diagnosing technical issues.
• Curiosity and a willingness to learn new tools, technologies, and systems—especially in the aviation and Satcom domains.
• The ability to stay calm under pressure and prioritize effectively in a fast‑moving environment.
• Clear communication…