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CLIENT RELATIONSHIP ENGINEER (SERVICE DELIVERY ENGINEER)

DESCRIPTION:

As the Client Relationship Engineer (Service Delivery Engineer) you are directly working with RigNet’s top tier customers on their network design, change management, etc. This role sets standards specific to the customer’s network needs and requirements and then ensures this standard is distributed throughout the global organization. The Client Relationship Engineer (Service Delivery Engineer) will work closely with the Service Delivery Manager or at times alone with the customer discussing network and project related issues.

PRIMARY DUTIES AND RESPONSIBILITIES:

Duties of the Client Relationship Engineer  (Service Delivery Engineer) include but are not limited to the following items:

  • Represent RigNet as a liaison to assigned customer/s in a way that is in the absolute best interest of both organizations
  • Constantly audit and review currently provided services and a continual search for areas of improvement to benefit both RigNet and its customers
  • Constant interaction with all regions and departments within RigNet and assigned customer/s
  • Regular customer meetings discussing network design and projects
  • Daily/Monthly/Quarterly analysis of overall customer/s activities, bandwidth usage, incident history, root cause analysis and possible areas of customer/s concern
  • Weekly/Monthly/Quarterly presentation of service delivery activities including customer/s reports to upper management
  • Review, interact, assist, communicate and remotely oversee all projects regarding assigned customer/s in conjunction with the Service Delivery Manager
  • Ensure both RigNet and assigned customer/s processes are followed and enforced for all facets of the configuration, monitoring, usage and support in conjuction with the Service Delivery Manager
  • Maintain constant awareness of RigNet’s business objectives to ensure they are being communicated, supported and protected through any and all contracts and service agreements
  • Be knowledgeable of all contracts and service agreements for assigned customer/s for all regions globally to ensure constant compliance from all parties involved
  • Be aware of any change management events affecting assigned customer/s and ensure proper risk analysis and communication has been performed for assigned customer/s
  • Ensure all monitoring and monitoring tools are updated and used in compliance with all contracts and service agreements
  • Potentially work at customer office directly with their IT or Operations teams to offer direct interaction and assistance with network design
  • Develop standards with customers and create deployment documents so that engineers can follow
  • Work with customer to make sure that all Apps are being prioritized and optimized over the WAN to ensure the best end user experience

QUALIFICATIONS:

Education:

  • Minimum 4 year degree in related technical field preferred or
    equivalent experience
  •  Project Management certifications are a plus
  •  Global VSAT Forum Certification required
  • Cisco and Networking certifications/ training required

Experience:

  • 10 years Experience in engineering and or network design in
    the oil and gas industry preferred
  • Network Operations Center (NOC) experience a plus
  • Telecom help desk, field installation or provisioning
    experience

Knowledge, Skills, and Abilities:

  • Able to demonstrate a high level of customer service skills
  • Successfully respond to inquiries or complaints from customers
  • Proven written and verbal communications skills with executive level customers
  • Basic knowledge of emerging technologies
  • Effectively present information to top management
  • Strong analytical skills
  • Strong working knowledge of telecom voice and data services such as VSAT, Cisco and related wireless technologies
  • TCP/IP, Routing (OSPF, BGP, EIGRP) Frame Relay, MPLS/VPN Riverbed SteelHead and SteelCentral knowledge is required
     

RigNet, Inc. is an Equal Opportunity Employer. All associates and applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

Accommodations: All interested and qualified persons should use our online career tools to review and apply for employment opportunities. If you have a disability and require special accommodations to access this site, please call +1-281-674-0100

Agency resumes or solicitation of service will not be considered for these opportunities. RigNet, Inc. has approved recruitment vendors in place and all vendors must have a current signed and agreed contract in place prior to submission of any resumes. RigNet does not accept unsolicited resumes from any source other than directly from candidates and will not pay a fee for any unsolicited resumes. 

 

RigNet is a registered trademark of RigNet, Inc.