Geospatial Customer Service Manager BAE Systems

JOB PURPOSE

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.

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.

JOB ACCOUNTABILITIES

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).