Systems Engineer - Lead Customer Operations Support (COSC)

Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

The Boeing Defense, Space & Security (BDS) team is seeking a Lead COSC Customer Operations Support Systems Engineer to join the team in El Segundo, CA.

The Lead COSC Customer Operations Support Engineer (also referred internally as a COSC RM) is the on-orbit customers main point of contact with Boeing and is responsible for day-to-day customer interaction. Being a COSC RM exposes you to more overall aspects of satellite operations quicker than any other position at Boeing. It has been our experience that RMs typically stay in this job long term due in part to the strong relationships formed with customers - relationships based on respect and trust. At times, however, being an RM requires long hours and a lot of hard work. You must be available to your customers 24/7/365. The RM position represents the entry level to regional management and will be trained on the job by the senior RMs and COSC General Manager (GM). RMs are essentially Program Management Focals for a portfolio of customers, often selected by region of the world to help align time zones and optimize on-site visit proximity. The RM must communicate well at levels including customers, local management, peers, support staff, and executives.

Position Responsibilities:

• Provide 24/7 emergency phone support (to resolve on-orbit anomalies thru satellite safing and service restoration)
• Strong technical background within at least one spacecraft engineering domain like ACS/autonomy, propulsion, astrodynamics, power, T&C, flight operations, End-to-End Systems Engineering, and payload
• Author thorough anomaly descriptions and interface with the bus, payload, system leads, and chief engineers along with management and customers
• Develop RCCA packages along with the Systems, Bus, and Payload leads, then communicate results to customers
• Locate critical data in department/program libraries, website records, and data repositories
• Promptly notify management and get Subject Matter Expert (SME)/Responsible Engineering Authority (REA) help quickly to keep customer’s satellite safe
• Summarize complex anomalies and customer issues into short communications for Boeing Executives
• Discern and elevate emergencies from routine requests
• Track and close open customer anomalies and requests through the website tools while adhering to export requirements
• Generate, review, and disseminate fleet anomalies and signatures
• Be willing to be available at off hours to accommodate international customer time zones
• Maintain annual face-to-face on-site visits to establish and maintain rapport with customers – focus on understanding their needs and what makes them successful
• Organize and orchestrate social engagements with customers
• Plan and lead operational events, such as Operational Products development, validation, and execution; reorbits; customer task orders
• Generate value-added metrics and concise status
• Track each spacecraft’s state of health and operational status
• Configuration manage the suite of ops products and data necessary to support each satellite over service life
• Coordinate with the Insurance Office and Senior Management for reportable anomalies
• Strong time management skills and the ability to juggle/prioritize changing priorities to keep schedule commitments
• Independently respond and solve customer issues quickly
• Identify deficiencies in Boeing products (satellite hardware, software, recommended operating procedures, simulator, databases, etc.), processes, and work with functional areas to resolve
• Identify opportunities to improve Boeing products, service, and flow back to new programs and functional areas
• Review technical analysis and recommendations from diverse satellite subsystems and ground areas
• Manage your fleet budget including weekly review of SME charging to maintain cost control
• Track on-orbit incentives and warranty payback contractual obligations per satellite
• Identify, lead, and complete value-added task orders on-time and on-budget like: decommissioning of the satellite, longitude (orbital slot) relocations, on-site control center support, and Inverted Satellite operations, development of optimized procedures or workarounds to account for degraded or failed satellite hardware, propellant life extension procedures, or spacecraft/system refresher training

This position is expected to be 100 onsite.  The selected candidate will be required to work onsite at one of the listed location options.

This position requires the ability to obtain a US Top Secret Security Clearance for which the US Government requires US Citizenship as a condition of employment. An interim and/or final U.S. Top Secret Clearance Post-Start is required.

Basic Qualifications (Required Skills/Experience): (see education and experience for this level below)

• Bachelors, Masters or Doctorate of Science degree from an accredited course of study, in engineering, computer science, mathematics, physics or chemistry
• 5 or more years engineering experience with spacecraft or launch vehicle fabrication, integration and operations
• 5 or more years’ experience working on satellite or space-based communication systems
• 5 or more years’ experience conducting data and trend analysis
• Willing and able to support a 24/7 operation
• 3 or more years Customer support experience
• 10 travel – domestically and internationally

Preferred Qualifications (Desired Skills/Experience):

• Level 5 - 10 or more years related work experience or an equivalent combination of education and experience
• Military or civilian satellite operations
• Program management of technical programs for aerospace or other engineering business areas

Typical Education/Experience:

(Level 4)

Education/experience typically acquired through advanced technical education from an accredited course of study in engineering, computer science, mathematics, physics or chemistry (e.g. Bachelor) and typically 9 or more years related work experience or an equivalent combination of technical education and experience (e.g. PhD+4 years related work experience, Master+7 years related work experience). In the USA, ABET accreditation is the preferred, although not required, accreditation standard.

(Level 5)

Education/experience typically acquired through advanced technical education from an accredited course of study in engineering, computer science, mathematics, physics or chemistry (e.g. Bachelor) and typically 14 or more years related work experience or an equivalent combination of technical education and experience (e.g. PhD+9 years related work experience, Master+12 years related work experience). In the USA, ABET accreditation is the preferred, although not required, accreditation standard.

Relocation:

This position offers relocation based on candidate eligibility. Note: Basic relocation will be offered for eligible internal candidates. 

Referral Bonus:

Referral to this job is eligible for bonus.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Shift:

This position is for 1st shift.

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent.  Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. 

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Please note that the salary information shown below is a general guideline only.  Salaries are based upon candidate experience and qualifications, as well as market and business considerations.  

Summary pay range for senior level: $128,350 – $173,650

Summary pay range for senior level: $157,250 – $212,750

Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.