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