The day-to-day
Track, maintain and ensure all open anomalies across the installed fleet are actively being worked in our Salesforce ticketing system.
Answers phone calls from aviation customers in our 24/7 control center environment.
Supports and provides technical mentorship for customers related to Viasat mobility terminals.
Responsible for continuous monitoring and providing guidance of IFE/IFC systems in line operations by close communication with Line Maintenance personnel, Maintenance Vendors, Airline Operations, Aircraft Engineering and other stakeholders to ensure all systems are operational.
Manages system out of service activities which includes planning for spares, tooling, equipment, skill and adequate labor to ensure systems are restored expeditiously.
Ensure complete and accurate documentation and records of all maintenance work performed on customer aircraft.
Communicate with Airline Operations Managers, Quality Assurance, Materials management, and contract maintenance as required to support the repair and maintenance process.
Analyze system malfunctions and determine a course of action based on those findings.
Participate with technical teams to diagnose, solve, and provide guidance for any discrepancies related to the aircraft in accordance with approved technical data.
Support in the development of a maintenance and preventative maintenance program.
Coordinate new software roll out, testing and implementation to minimize impact to reliability.
Review’s aircraft historical data and issues action plans as required based on repeat and chronic reliability programs.
Supports the daily operational call reporting on the status and plan for the Viasat installed fleet
Maintains safe, secure, and healthy work environment by following standards and procedures.
What you'll need
3+ years experience in technical customer service
Excellent customer service skills to provide the high touch required by business aviation and executive customers
The ability to work with and understand FAA regulations, maintenance manuals and programs, and reliability programs.
Proven skills in assisting customers with complex solving without instruction, using good judgment to acquire results.
Open to working a flexible schedule in a 24x7 environment as needed to support round-the-clock operations over 3 shifts, weekends and holidays.
Strong written and verbal communication skills, including the ability to present complex technical material to a variety of audiences.
Travel domestically and internationally up to 10% of the time.
Must work onsite in Dallas Texas
High school diploma
US Citizenship is required
What will help you on the job
3+ years working with Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory.
3+ years’ experience in Network Operations and Product Support.
Prior experience with Linux/Unix.
FAA Airframe (primary preference) & Powerplant (secondary preference) Certificate or equivalent Aircraft Engineering Degree
Bachelor's degree in related field.
Salary range
$29.57 - $46.63 / hourly.
For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $36.78 - $55.05/ hourly
At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits. 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.
Track, maintain and ensure all open anomalies across the installed fleet are actively being worked in our Salesforce ticketing system.
Answers phone calls from aviation customers in our 24/7 control center environment.
Supports and provides technical mentorship for customers related to Viasat mobility terminals.
Responsible for continuous monitoring and providing guidance of IFE/IFC systems in line operations by close communication with Line Maintenance personnel, Maintenance Vendors, Airline Operations, Aircraft Engineering and other stakeholders to ensure all systems are operational.
Manages system out of service activities which includes planning for spares, tooling, equipment, skill and adequate labor to ensure systems are restored expeditiously.
Ensure complete and accurate documentation and records of all maintenance work performed on customer aircraft.
Communicate with Airline Operations Managers, Quality Assurance, Materials management, and contract maintenance as required to support the repair and maintenance process.
Analyze system malfunctions and determine a course of action based on those findings.
Participate with technical teams to diagnose, solve, and provide guidance for any discrepancies related to the aircraft in accordance with approved technical data.
Support in the development of a maintenance and preventative maintenance program.
Coordinate new software roll out, testing and implementation to minimize impact to reliability.
Review’s aircraft historical data and issues action plans as required based on repeat and chronic reliability programs.
Supports the daily operational call reporting on the status and plan for the Viasat installed fleet
Maintains safe, secure, and healthy work environment by following standards and procedures.
3+ years experience in technical customer service
Excellent customer service skills to provide the high touch required by business aviation and executive customers
The ability to work with and understand FAA regulations, maintenance manuals and programs, and reliability programs.
Proven skills in assisting customers with complex solving without instruction, using good judgment to acquire results.
Open to working a flexible schedule in a 24x7 environment as needed to support round-the-clock operations over 3 shifts, weekends and holidays.
Strong written and verbal communication skills, including the ability to present complex technical material to a variety of audiences.
Travel domestically and internationally up to 10% of the time.
Must work onsite in Dallas Texas
High school diploma
US Citizenship is required
