COSP Specialist at ICEYE US in Herndon, VA

Customer Operations & Satellite Planning (COSP) Specialist

At ICEYE, we design, build and operate the largest fleet of Synthetic Aperture Radar (SAR) satellites in the world. Using advanced technology, our constellation collects topographical data about any location on Earth, day or night, through any weather conditions.

Headquartered in Southern California (and with a new office in Herndon, VA), our customers are society’s heroes – intelligence professionals, warfighters, first responders, and scientific researchers. As a trusted mission partner, the United States and its allies depend on us for critical information when it matters most.

Role Description

We are seeking a dynamic and detail-oriented individual to join our team as a Customer Operations and Satellite Planning Specialist. In this role, you will play a pivotal part in ensuring seamless communication with our customers and managing orders for satellite imagery. The ideal candidate has strong technical background in Satellites/GIS/EO, is customer-focused, possesses strong organizational skills, and has a keen interest in satellite technology.

Responsibilities

• Manage orders from submission to delivery of ICEYE US’s imagery and analytics products

• Prepare comprehensive feasibility studies for satellite imagery acquisition

• Plan satellite resources for acquiring SAR images

• Conduct quality control of acquired SAR imagery

• Manage direct communication with customers (by email, phone, or via live chat) to ensure customers are kept up to date with their order status, to deliver performance reporting/analysis, and to communicate any order updates to the customer

• Improve overall customer experience and satisfaction by holding regular business review calls with the customers

• Resolve customer questions and concerns

• Coordinate/conduct service training to internal and external customers

• Work closely with other teams (i.e. satellite operators, sales, analytics, product, software engineering) to resolve project and/or customer related issues

• Improve processes and contribute to existing documentation

• Report to management on key performance metrics and anomalies

• Maintain competent understanding of the company’s products, support, and services

Basic Required Qualifications

• Bachelor’s Degree in Geography, Earth Science, Environmental Science or related technical field.

• First-hand 1-3 years of Customer Service experience in a B2B environment

• Excellent communication skills

• Familiar with GIS/Remote Sensing concepts

• Attention to detail and ability to sustain high levels of accuracy

• Team-player attitude with strong interpersonal skills

• Ability and willingness to work in a fast-paced scale-up environment

• Competency in Windows OS and MS Office

• Accountability, dependability, responsiveness, and quality focus

• Fluency in written and spoken English

• Ability to obtain security clearance

Preferred Qualifications

• SAR background

• Knowledge of EO programs, like SNAP

• Knowledge of Customer Service efficiency metrics and readiness to regularly report on them

• Proficiency in any language in addition to English

Pay Range and Compensation Package

• The estimated base salary range for this role is $75,000 - $80,000 depending on experience.

• Other benefits include health coverage, flexible PTO - plus extra fun perks!

Physical Requirements

This position primarily works in an office environment. It requires the ability to sit or stand for long periods of time and frequent walking. Daily use of a computer, phone, office equipment and other computing and digital devices is required. May be required to stand for extended periods when facilitating meetings or walking in the facilities. Some local travel may be necessary, so the ability to travel by plane, operate a motor vehicle and maintain a valid Driver’s license and/or effectively navigate public transportation is required. While performing the responsibilities of the job, the employee must be able to read and respond to interoffice communications as well as effectively participate in meetings. The employee is often required to sit and use their hands and fingers, to lift up to 50 lbs., pull, push, carry, handle or feel. The employee is required to carry, handle items, reach with arms and hands, to stoop, kneel, or crouch; talk or hear. Mental demands may require prolonged concentration, reading comprehension, understanding and interpretation of concepts, ideas and philosophies. The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described unless such accommodations would cause ICEYE US an undue burden.

EEO Statement

ICEYE US is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected characteristic under federal, state, or local law.