Our Outstanding Opportunity:

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. 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.

Handle and resolve Customer issues, Provide dedicated support

Deliver results & meet customer expectations

Handle Software Update Management (SUM)

Handle Customers and internal Stakeholders from Technical perspective

Work with diverse team

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
• Write Trouble report /JIRA and 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

• Good Working Relationship with Customer and Working groups
• Take part in Operational review meetings regularly
• Up to date on solution deployed in customer network
• Single point to contact from Ericsson to receive customer technical queries
• Make customer aware on product Life cycle i.e. HW or SW
• Work with customer for planned activities in network as needed

Business Related

• Provide technical support to Service delivery Manager in all respect
• 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

Education Qualification & Years of Experience

Education: BE/B. Tech or equivalent

Min years of experience: 10+ Years

Skill Experience !

• Working in Radio access network domain is must. Must have excellent exposure on
• Radio Controller nodes, 5G and LTE Base stations
• Baseband and Radios, Must have Trace level troubleshooting experience
• Able to understand 3GPP specs, Various RAN Protocols level understanding
• Experience in a legacy RAN is optional. Should have good exposure to working with :
• GSM RAN, WCDMA
• IP Routing, IP Networking
• Should have worked in a telecom support function earlier
• Experience with Ericsson will be preferred

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 never seen before solutions 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 nurture 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 and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to interviewsupport@ericsson.com​

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