Technical Customer Service Representative

Project Description:

MDA Geospatial Services provides Earth observation satellite data from commercially available radar and optical satellites with focus on Canada's RADARSAT-2 satellite. These products and services are used globally for resource mapping, environmental monitoring, offshore oil and gas exploration, ice reconnaissance, maritime surveillance and disaster management.

Position Description:

The Technical Client Services Representative (TCSR) works directly with our international customers to provide solutions to their geospatial information requirements. Working in a team environment at the heart of our operations, the Technical Client Service Representative is responsible for executing client orders and supporting the delivery of satellite data products. This role focuses on translating client requirements into accurate orders, coordinating internally and ensuring timely and high-quality standards of service are maintained. Our market is global, which provides opportunities with international reach, and occasional opportunities for travel. Full training will be provided.

Responsibilities:

• Respond to client inquiries with accurate, professional, and timely communication.
• Provide clients with information regarding Earth Observation satellite imagery capabilities, applications, products and services to suit their requirements.
• Assess client requirements for satellite imagery and translate client’s needs into commercial plans and orders
• Generate Technical and Financial Proposals based on defined requirements.
• Plan and manage orders through internal systems from initiation to delivery.
• Coordinate with internal teams (Business Development, Finance, Ground Stations, Technical) to support order fulfillment.
• Develop and implement satellite acquisition plans to optimize satellite resources considering commercial priorities and regulatory requirements
• Support project coordination activities including tracking timelines, deliverables and dependencies.
• Monitor order status and proactively follow up on delays or issues.
• Ensure all deliverables meet client expectations and defined service levels.
• Maintain consistent communication with clients throughout the order lifecycle.
• Track, follow up, and resolve client issues within department service levels.
• Maintains accurate and up-to-date documentation of orders, client interactions, and standard operating procedures within internal systems.
• Maintain data integrity within internal systems and client databases.
• Contribute to process improvements and efficiency initiatives.
• Works independently on standard orders and client requests.
• Receives guidance on complex or high-value orders/projects.
• Escalates risks, delays, or ambiguous requirements appropriately.
• Represents MDA Space professionally with clients, suppliers and partners.
• Must be available for rotating on-call work.

Requirements (experience/skills):

• Fluency in English
• BSc. in Geography, Science, Physics, Earth or Environmental Science, GIS, remote sensing or equivalent related field and experience.
• 1-3 years of experience in a client service, project/account management or technical support environment (preferred)
• Strong written and verbal communication skills, including technical writing and presentation skills.
• Strong technical aptitude, adaptable to change with high attention to detail
• Ability to manage project scope, timelines, priorities and deliverables effectively.
• Self-motivator with excellent organizational skills
• Problem-solving mindset with ability to follow structured processes.
• Aptitude for learning internal systems and tools.
• Ability to work in a team environment as well as independently with some supervision regarding complex contracts/assignments
• Comfortable working in a fast-paced, deadline-driven environment.
• Adaptable and responsive to changing priorities.
• Strong general computing proficiency (e.g. Microsoft Office, databases, and internal platforms).
• Understanding of geospatial data or satellite imagery is an asset.
• Basic knowledge of programming languages or scripting is an asset.

Comments/Special Considerations:

• Travel may be required

Salary

The compensation range for this position is $48,000-$65,000 annually. The specific compensation offered will be based on the qualifications and experience of the successful candidate.