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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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