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
1. Provide technical support to CU CS Head in Technical and business related aspects
2. Participate and contribute during pre sales engagement activities
3. Understanding of the contractual obligation for support delivery
4. Ensure that KPIs are met according to SLA
5. Identify