Service Management Specialist

EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite communication solutions. Headquartered in Englewood, Colo., and conducting business around the globe, EchoStar is a pioneer in communications technologies through its Hughes Network Systems and EchoStar Satellite Services business segments. For more information, visit echostar.com. Follow @EchoStar on Twitter.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Echostar has an exciting opportunity for a Service Management Specialist in our Hughes Network Systems division. This position will be located at our headquarters in Germantown, MD.

Responsibilities:

• Hughesnet Consumer service management:
  • Develop innovative service concepts and requirements to drive website and mobile app development and adoption
  • Conduct or direct user experience evaluations and share findings across platforms.
  • Implement AI strategies for improving customer self-help tools.
  • Advocate for customer experience and drive adoption of the self-help support.
  • Support customer communications efforts
  • Be Voice of the Customer, with a commitment to delivering excellent service.
• Collaborate with product testing teams to
  • Test application and gaming console compatibility and performance across different satellites
  • Maintain and audit lab assets.
  • Conduct vulnerability and functionality testing.
• Business operations support:
  • Develop automation solutions to streamline operations.
  • Monitor vendor compliance to SLAs and analyze KPI metrics.
  • Act as a Bridge between business, customer and technical teams to drive network improvements and address opportunities
  • Work with Security team to ensure applications comply with industry standards.
  • Maintain SSL certificates and PCI compliance.
  • Evaluate and improve business processes.
  • Build relationships with cross-functional teams and third party vendors.

Basic Requirements:

• Bachelors degree in Engineering, Information Systems, or related field.
• 2+ years of relevant experience.
• 2+ years in consumer-facing product analytics.
• Experience scripting/programming skills (Java, Python, C++, etc.) for building automation and data analytics.

Preferred Qualifications:

• Excellent communication skills.
• Proficiency in analyzing network KPIs (throughput, latency, error rates).
• Familiarity with LTE/4G technologies.
• Knowledge of satellite or internet networking.
• Experience in technical/business data analysis and data mining.
• Proficiency with reporting packages, databases, and programming (XML, JavaScript, ETL frameworks).
• Knowledge of statistical packages (Excel, SPSS, SAS).
• Experience with data visualization tools (Tableau, Power BI).
• Initiative-taking and able to work independently.
• Understanding of internet architecture and networking theory.
• Knowledge of system integration architecture and API/UI interactions.
• Mix of technical and business acumen.

Will be eligible for discretionary bonus, with funding based on company performance.

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Compensation Range

Annual Salary: $64,000.00 - $80,000.00

EchoStar is committed to offering a comprehensive and competitive benefits package. Our programs are designed to provide you with the ability to customize your benefits to best meet the needs of you and your family. Our philosophy for these programs is to support and encourage healthy living and wellness. Our benefits package covers it all–from healthcare savings plans to education assistance and more!

• Financial:  401(k) retirement savings plan with company match; employee stock purchase plan; profit-sharing; company-paid life insurance, AD&D and disability

• Work-Life Balance:  Paid Time Off (PTO), company-paid holidays, health and wellness events, exercise and sports facilities (locations may vary)

• Employee Incentives:  Tuition reimbursement, employee referral program, year round employee events and community programs, discounts on Dish Network and HughesNet

• Health:  Medical, Dental, Vision, Employee Assistance Program (EAP), Health Savings Account (HSA) with opportunities to earn employer contributions; Health Care, Dependent Care and Transportation Flexible Spending Accounts (FSA)

EchoStar and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.  U.S. Persons or those able to obtain and maintain U.S. government security clearances may be required for certain positions. EEO is the law.