Customer Technical Manager

Job Description

Date: Jun 25, 2019

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world. 


We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals. 


Customer Technical Manager (CTM)

Job Summary:

The Customer Technical Manager (CTM) role is part of a Customer Network Support (CNS) team supporting the customer and shall deliver support services according to the contracted Services Level Agreements by means of established processes.

The CTM typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. CTM may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.

The CTM enables efficient service delivery of contracted customer support services by leading and owning the CSR investigation to its conclusion within the Ericsson support organization

With detailed customer networks knowledge and knowledge of the customer strategies and implemented solutions, the CTM identifies business leads and promotes Ericsson products and services to secure add on sales.


Job Responsibilities:

Drive and lead CSR handling team

Secure customer’s contract SLA performance

Escalate Delivery Issues

Develop and maintain customer relationships as well as Ericsson internal stakeholders relationships

Identify AoS & new business opportunities

Follow SWS/VAS process, models & strategy


Tools & Resources:

CSR handling tool, Automatic data collection, Structured Knowledge management tool, Troubleshooting tools, Network Assessment and monitoring tools, Remote Access solution, Business Portal, Service Delivery Opportunity Database, Financial systems


Preferred Qualification & Experience Requirements:

Excellent Customer Relationship Management skills

Very strong personal interaction skills and good communication capabilities

Very good proactive mind set – always include a broader scope in mind when handling customer requests

Ability to adapt to change

Drive - determination, focus, take the ups and downs, stick with things long enough to see them through

Responsiveness - ability to understand, quickly adapt and act upon new information, influences and information Negotiation & argumentation skills

Planning & organizing skills

Delivering results & meeting customer expectations

Presentation & communication skill



Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.


Primary country and city: Ireland (IE) || || Dublin || Consulting&SysInt

Req ID: 275969