Field Operations – Service Coordinator – Middle East

  • Full Time
  • Posted 3 months ago


About the job
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

This role will provide Service Coordination between Middle East region predominantly covering Saudi Arabia, UAE, Qatar and Oman.

Coordinator will jointly work and collaborate with Operations Area Manager, Ops Field Supervisors, Project Manager, Engineering, Logistics, Finance and Field Engineers to ensure effective delivery of services and projects to customers and to work hand-in-hand with the main RSU for any billing related matter either thru Operations and Projects.

The day-to-day

To ensure meeting of our valued clients services level expectations , service coordinator is expected to perform a variety of tasks. Core duties and responsibilities include:

Ø Monitor Services – Service coordinators must be closely familiar with the services the company offers and provides. This means as Service Coordinator must regularly check on latest services being provided, staying updated on which services are being introduced or discontinued and to update the records ocassionally for operations need.

Ø Arrange Field Technician Dispatches – As service coordinators needs to work closely with clients’ issues, monitor ServiceNOW for any request and work orders assigned byCustomer Care Support teams. This role needs to create work order tasks to all Field Technicians for any field dispatches whenever services are required.

Ø Assigning Service Task – As service coordinator is expected to create and assign service tasks to all concerned team within the region as required for any Operations services requirements, i.e. GE-ME, PMO and Logistics.

Ø Backup RSU – provide assistance to main RSU and work with the billing verification from Operations and Projects side.

Ø Resolve Client Issues – If at any point in time, clients required assistance with the current service issue, it’s the responsibility of the service coordinators to coordinate and respond to clients’ issues and complaints either thru email or by phone. He then must resolve those complaints or, if they can’t be resolved, escalate the issue to the Ops Field Supervisors, Area Manager or the assigned CRM.

Ø Follow-up – Service coordinators must follow-up with the clients of their needs and issues raised till resolution.

What You’ll Need

Service Coordinators skills should possess the following qualifications:

Communication skills – since a large part of their job involves communicating with the clients, it’s essential that service coordinators have excellent written and verbal communication skills.
Experience handling VSAT fixed and stabilized systems
Organizational skills – as service coordinators are responsible for matching an array of services to a wide pool of clients, they must be able to remain highly organized at all times.
Record-keeping skills – as an ongoing part of their job, service coordinators must keep detailed records of their clients and the services they’ve been matched with.
Attention to detail – in order to ensure that as many of their clients’ needs are met as possible, service coordinators must be able to pay attention to and keep track of the details.
Analytical skills – a primary aspect of service coordinators’ job is analyzing client needs and problems, as such, they need strong analytical skills and must be able to form comprehensive solutions to the situations they’ve analyzed.

What Will Help You On The Job


EEO statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.

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