Service Manager

About Anuvu

For over a decade, our clients in aviation and maritime have used our technology-driven products and services to keep their passengers entertained and connected to the things they love, from anywhere in the world. Brands such as Southwest Airlines, Norwegian Cruise Lines, Cathay Pacific and Celebrity Cruises have trusted us to provide solutions from high-speed broadband internet to movies, television and games.

Our team of global experts take pride in providing clients what they need today while creating a strategic road map for tomorrow through reliable, scalable, and affordable content and connectivity solutions designed to meet the ever-changing technology needs of our clients' passengers and guests.

Be Part of the Movement

Anuvu is embarking on a new chapter with a new story to tell. As one of the leading providers of high-speed connectivity and entertainment solutions for worldwide mobility markets, we deliver what customers need today, while remaining flexible and future-focused.

Find out more at www.anuvu.com.

Role Summary

The Service Manager reports to and takes direction from the SVP for InFlight Connectivity for Commercial Activities within Anuvu and ensures the post-contract success of specified Anuvu in-flight connectivity programs by leading the management of all aspects of technical service obligations in supporting the in-flight connectivity program, while also expanding Anuvu’s positive relationships and influence with the airline and our partners.

Location : Germany

Remote Options : Fully remote.

Key Responsibilities

• The Service Manager will serve as Anuvu’s lead technical point of contact with the client airline and relevant program partners in order to build and maintain a successful business partnership.
• Serve as the airline’s single point of contact for “all things technical”, including: Operating and maintenance support for Anuvu’s IFC solution and components, product support, coordination of technical training, technical reporting, network support, portal management, IFE content loading, system enhancements and upgrades, content and equipment logistics, software integration and updates, passenger billing management, aircraft modifications, and program planning.
• Responsible for identifying, reporting or when possible, correcting any technical or performance related issues with the Customer’s IFC equipment and service in order to proactively identify potential problems and improvements.
• Continuous analysis of IFC system and service performance against, but limited to, existing KPIs in order to always maintain a holistic system performance view which is presented and communicated internally within Anuvu and to the customer.
• Coordinate internal and external resources to ensure timely, effective contract fulfilment.
• During installation phases of the program, coordinate closely with the Anuvu Program and Account Manager and the airline’s relevant staff to support the customer as required.
• Coordinate with Anuvu technical functions to deliver highest quality support for Engineering, Supply Chain, Network Operations Center, Aviation Service Center, and Product Management.
• Ensure excellence in service and support, including managing and reporting on committed service levels (SLA) for the customer implementation and leading efforts to improve service levels.
• Establish and grow the Company’s favorable influence with the client and with program partners.
• Proactively identify and optimize opportunities to increase the sales of Anuvu products and services, coordinating the efforts of Anuvu’s product and services experts in this effort.
• Create and deliver operational, performance and usage related reports in order to measure and improve overall program performance.
• Proactively propose profitability and operational improvements for the program.
• Coordinate with Anuvu’s Account Manager to ensure 360 degree account satisfaction, performance measurement, and positive relationship development. The Account Manager is Anuvu’s Account Lead, and is responsible for daily management of business, legal, and strategic coordination, planning, and execution with the airline and partners.

Key Tasks

• Ensure timely, efficient installation, activation, and operation of the solutions.
• Develop and grow mutually productive relationships with relevant customer representatives across all functional areas.
• Demonstrate exceptionally mature customer and Company support balance.
• Ensure timely, clear, complete communications between the Company and the customer.
• Synchronize, schedule and ensure timely completion of program requirements.
• Collaborate with engineering, sales, marketing, product development, and personnel from the Company, the client, and our partners to deliver profitable and valuable new services and capabilities.
• Actively participate in periodic joint business reviews with the customer.
• Proactively identify and solve problems in a timely manner.
• Provide periodic and ad hoc reports on the partnership’s business.
• Provide program insight and detail to support the Company’s bids for new business and partnerships.
• Prospect and support sell of new business to new connectivity customers.

What We’re Looking For

• Bachelor’s degree in Engineering or Engineering Technology
• 5+ years of experience in analysing communications systems and aviation systems for troubleshooting technical systems
• Previous experience in a technology, aviation, or telecommunications company preferred.
• Strong knowledge in commercial aviation systems.
• Exceptional attention to detail and organizational skills.
• Ability to manage multiple priorities and work in a deadline-driven environment.
• Proficiency in contract management software and Microsoft Office Suite.
• Excellent verbal and written communication skills.

The Benefits of Working Here

A career with Anuvu is a unique opportunity to grow your knowledge and skills within a casual culture that thrives on collaboration and innovation. In addition to a providing an outstanding work environment, we offer competitive benefits including medical, paid time off, disability and life insurance, flexible scheduling, employee assistance, and more!

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Anuvu is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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