Customer Operations and Satellite Planning Specialist

Location: Finland

Hiring Model: Hybrid

Who are we?

We are a Finnish-based international New Space company with employees from more than 57 countries in Finland, the US, the UK, Spain, Luxembourg, and Poland. Our team is a tight-knit group of experts from areas including engineering, software development, and radar technology. We’re innovative, driven people who strive for excellence in everything we do. Being advocates of our corporate culture, we value teamwork and curiosity, and we know how to have fun!

What do we do?

ICEYE is building and operating its commercial constellation of small Synthetic Aperture Radar (SAR) satellites with SAR data available to customers. 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.

What are we looking for?

To support the growth of the company, we are now looking for an experienced Customer Operations and Satellite Planning Specialist to join our Operations & Product Delivery team at our headquarters in Espoo, Finland.

About the role?

As a specialist, you would be in charge of inbound and outbound communication with existing customers and managing orders for satellite imagery in order to assure timely and accurate delivery.

Responsibilities

• Manage orders from submission to delivery of the final product
• Prepare comprehensive feasibility studies for satellite imagery
• Plan satellite resources for taking SAR images
• Manage the delivery process to include SAR image quality control
• Improve overall customer experience and satisfaction by holding regular business review calls with the customers
• Manage direct communication with customers (by phone, email or via live chat) to ensure customers are kept up to date with their order status, performance reporting / analysis and communicate any changes / delays to the customer
• Resolve customer questions and complaints
• Coordinate/conduct service training to internal and external customers
• Generate quotes for clients and business partners
• Work closely with other teams (i.e. satellite operators, sales, analytics product software) to resolve project and/or customer related issues
• Improve processes and contribute to the existing documentation
• Report to management on key performance metrics or anomalies
• Maintain competent understanding of the company’s products, support and services.

Qualifications

Required:

• GIS background
• 2+ years experience Customer Service in a B2B environment (or excellent communication skills)
• Fluency in written and spoken English and Finnish languages
• Attention to detail and ability to sustain high levels of accuracy
• Knowledge of Customer Service efficiency metrics and readiness to regularly report on them
• Proficiency in any additional language (beyond English and Finnish)
• Team-player attitude with strong interpersonal skills
• Strong computer skills (Linux based systems, Windows environment, MS Office)
• Accountability, dependability, responsiveness and quality focus
• Familiarity with concepts of semi-automated processes and information flow

Preferred:

• SAR background
• Knowledge of EO programs, like SNAP

What we offer:

• A job that matters in a dynamic New Space environment with a scale-up approach
  
• An independent role with a supportive and diverse work environment
• Occupational healthcare, occupational and private insurance
• A yearly benefit budget to spend as you wish (i.e. on sport, transport, bike benefit, wellness, lunch, etc.)
• Phone subscription with iphone of choice
• Relocation support (i.e. flight tickets, accommodation,relocation agency support)
• Time for self-development, research, training, conferences, or certification schemes
• Finnish & English lessons
• Inspiring and collaborating offices and silent workspaces enabling you to focus
• A wide variety of best coffee, tea, snacks, and sweets to accompany your daily space mission

Diversity & inclusion are core values at ICEYE. We are passionate about building and sustaining inclusive and equitable working and learning environments for all staff. We believe every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and discover, design, and deliver solutions.

Could this be the role for you? Apply now to start your journey with ICEYE.

We are making the impossible possible together.

Contact

Rakee Singh

Recruiting@iceye.fi