Field Service Representative

Overview

Inmarsat Government, a Viasat company, continues to deliver the world’s most advanced global, mobile satellite communication services to U.S. defense, intelligence, homeland security, public safety and civilian agencies, with highly reliable, secure and affordable connectivity. Built with government users in mind, Inmarsat Government solutions provide resilient, flexible capabilities to complement government satellite resources, anytime, anywhere. Leveraging an industry-leading scalable, multi-band network infrastructure, Inmarsat Government and Viasat offer a suite of managed network services and end-to-end communication solutions to support users on land, at sea and in the air, even in the world’s most remote regions.

We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

This field service representative (FSR) position is based at a customer location responsible for providing direct support for satellite communication terminals, primarily installed in aviation platforms. The FSR will be responsible for establishing positive relationships with the customer and will be involved in the integration, test, and deployment of existing and new satellite mobility terminals. The FSR will serve as the subject matter expert on mobility terminals, customer equipment, applications, and networks.

The FSR will work closely with our operations teams, both domestic and international, and promote a strong team environment. The FSR will also work with other teams across Inmarsat Government and Viasat from multiple subject areas such as program management, various engineering groups, as well as configuration management, production, test, and technical publications staff.

As a subject matter expert, the FSR will proactively resolve customer equipment and application issues to ensure peak performance. The FSR will also provide critical insight on the customer’s mission to the business areas to provide rapid responses for solutions and drive investments. Relationship building both internally and externally will be a key aspect for this role, in addition to the technical expertise required.

This role will be based on standard business hours in Ft. Walton Beach, Florida at the customer location but may require after-hour support or travel (domestic and international) to support real-world mission operations.

• Establish and maintain a high level of customer trust and confidence as a resident expert across technologies and mission goals
• Perform proactive and reactive terminal troubleshooting, fault isolations, diagnostics and repair
• Create trouble tickets and document all activities
• Generate status reports for customer equipment and usage
• Create or update training materials and deliver them both internally and externally to educate the team and customers
• Ensure systems remain current with the latest software versions and feature sets
• Perform customer training and demonstrations
• Support operational testing
• Document customer equipment configurations and maintain terminal configuration database
• Support the growth and development of the entire terminal support team
• Assist in special projects as needed, with the flexibility to change focus as necessary

• Solid foundation of Ku and Ka satellite communications, RF transmission, and FDMA-TDMA-Spread Spectrum networks
• Experience configuring, deploying, and troubleshooting network devices, including routers and switches
• Strategic, critical and analytical problem-solving skills
• Strong communication skills, both oral and written
• Ability to work in high pressure situations and communicate with the customer professionally
• Demonstrated ability to proactively recognize customer pain points and source creative solutions

• Associate’s degree in a technical field or equivalent work experience
• 4+ years' hands-on experience with IP-based military or commercial SATCOM systems
• SEC + CE (must be certified within 180 days of accepting role)
• Ability to perform independently or as part of a goal-oriented team
• A background in military communications (active duty or industry/contractor)
• Ticketing systems (Service Now, Salesforce, Jira) experience and desire to meticulously document all activities
• Experience working in Team Environments
• US government support position - US Citizenship required
• Active Secret Clearance, T/S eligible
• Ability to travel up to 25% to CONUS or OCONUS locations (internal and external)
• Ability to support 24/7 on-call responsibilities as required

Inmarsat Government is an Equal Opportunity Employer