Job Summary
Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customers on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical issues
CTM with the help of team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. He is expected to be expert in his/her domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services.
Responsibility and Tasks
* Handle and resolve Customer issues
* Provide dedicated support
* Deliver results & meet customer expectations
* Handle Software Update/Upgrade Management (SUM)
* Handle Customers and internal Stakeholders from Technical perspective
* Work with diverse team under matrix organization.
Operational
* Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
* Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
* Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
* Follow Trouble report /JIRA and push to engage design support when needed
* Available to handle customer technical queries all the time and ensure timely response
* Ensure to assign the cases to team timely
* Make constant efforts to be updated on relevant technical skills all the time
* Participate in Project activities and involve as needed
* Take handover from Project and ensure all the check points completed
* Organize and deliver the Knowledge sharing sessions with stakeholders
* Review and prepare the relevant technical document i.e. RCA
Customer Specific
* Maintain good working relationship with Customer and other internal teams.
* Primary contact from Ericsson to receive customer technical queries
* Take part in Operational review meetings regularly
* Up to date on solution deployed in customer network
* Make customer aware on product Life cycle i.e. HW or SW
* Interface with customer for planned activities in network as needed
Business Related
* Provide technical support to CU CS Head in Technical and business related aspects
* Participate and contribute during pre-sales engagement activities
* Understanding of the contractual obligation for support delivery
* Ensure that KPIs are met according to SLA
* Identify the add on sales opportunities
Behavioral Competences:
* Creating & Innovating
* Entrepreneurial & Commercial thinking
* Persuading & Influencing
* Applying Expertise & technology
* Analyzing
* Delivering Results & Meeting Customer expectations
Soft Skills:
* Presentation & Communication skills
* Teamwork & collaboration skills
* Market insight
* Financial Understanding
* Consultative Selling Skills
* Negotiation Skills
* Leadership Skills
* MS office, Power-bi
Qualifications:
* Minimum Qualifications & Domain Experience Requirements:
* Education Qualification & Years of Experience
* Education: BE/B. Tech or equivalent
* Min years of experience: 10+ Years
Skill Experience
Hands on Experience in Radio access network domain is a must. Must have exposure on
* Ericsson Microwave Products i.e. Mini link, MLTN, 66xx and 63xx Series
* MMU, NPU and Radios
* Must have Trace level troubleshooting experience, bug report analysis
* Able to understand 3GPP specs
* Various Transport Protocols level understanding
Exposure to following domains is desired
* IP Routing
* IP Networking
* Network Security
* OSS/ENM configuration related to Network element
Should have worked in a telecom support function earlier
Experience With Ericsson Will Be Preferred
Job Location
* This role is based out of customer premises in Navi-Mumbai.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
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Primary country and city: India (IN) || Mumbai
Req ID: 765474