Geospatial Customer Service Manager

About the Company

BAE Systems is the UK Government's nominated Prime Contractor under the Government-to-Government arrangements that are in place to provide equipment, support and training to Saudi Arabia. We provide maintenance of Royal Saudi Air Force (RSAF) aircraft and train RSAF and Royal Saudi Naval Force personnel safely in a training environment in how to use their aircraft, equipment and weapons. BAE Systems Saudi Arabia is committed to supporting the Saudi Arabian National Agenda including Saudisation and the training and development of Saudi National capability through the growth of the Saudi National Partner Companies thereby reinforcing Industrialisation and Partnerships.

About the Role

The Geospatial Customer Service Manager is responsible for managing a team of customer service representatives in providing support to clients using geospatial software and solutions. They play a critical role in ensuring customer satisfaction, managing client relationships, and resolving technical issues. The position requires strong leadership ability, communication and interpersonal skills, teamwork, problem-solving skills, and experience in geospatial technology. The Individual should be able to work well unsupervised and will be able to plan and organise the team's activities.

Responsibilities

• Lead a team of Customer Service Representatives (CSRs) in providing technical support to clients using geospatial software and solutions.
• Manage client relationships and ensure customer satisfaction.
• Develop and implement procedures to resolve customer issues and complaints.
• Manage the resolution of technical issues and provide guidance and training to the CSR team.
• Collaborate with internal teams, to develop and execute strategies for customer success.
• Keep informed of industry trends and updates related to geospatial technology.
• Create and maintain documentation for customer support processes.
• Oversee and manage the team performance to meet Service Level Agreements (SLAs).

Qualifications

• Master's degree in Geospatial Information, or a related field.
• Professional certifications in Geospatial Technology (e.g., ESRI Technical Certification).
• Extensive experience in customer service management or in a customer service-related role, with a preference for experience in the geospatial industry.

Required Skills

• Strong leadership skills with the ability to lead a team.
• Excellent communication and interpersonal skills to work effectively with clients, stakeholders, and team members.
• Ability to prioritise and oversee multiple projects concurrently.
• Proficiency with geospatial software and solutions, such as ESRI or ArcGIS.
• Strong teamwork and collaboration skills.

Preferred Skills

No specific preferred skills mentioned.

Pay range and compensation package

In return for the required high levels of commitment and hard work you will receive a competitive salary, rent free accommodation and access to free recreation facilities, all available within Company secured accommodation. In addition, a generous leave and travel allowance makes this an opportunity not to be missed. On successfully securing a role your appointment to Saudi Arabia will initially be on single status. On commencement of employment in Saudi Arabia you will have the opportunity to apply to have your family join you in the future. A full health care scheme is provided within Saudi Arabia.

Equal Opportunity Statement

At BAE Systems, we provide some of the world's most advanced, technology-led defence, aerospace and security solutions. We employ a skilled workforce of 89,600 people in more than 40 countries. Working with customers and local partners, we develop, engineer, manufacture, and support products and systems to deliver military capability, protect national security and people, and keep critical information and infrastructure secure. All appointments in Saudi Arabia are subject to receipt of all necessary Government and/or Customer approvals.