At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to drive change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

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Vice President Customer Support

Job Description

Date: Nov 7, 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 every day. 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.

 

Job Summary:

The Vice President of Customer support will lead a team of support professionals to deliver to our commercial agreements with Ericsson Canada based customers.  The role includes collaborating with the Canada CU to effectively plan for the capture of sales, define the needed competence for new solutions, scope resource requirements and deliver to customer agreement SLAs.  A primary focus will be on creating and delivering value through support services.   In this role, you will be responsible for the financial and commercial performance of delivered customer support services.  You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction. The role also includes coordinating and engaging with the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams.

Job Responsibilities:  

  • Work closely with and secure customer contract fulfillment including engaging in pre-sales activities
  • Collaborate and maintain relationships across customer and Ericsson stakeholders
  • Lead a team of engineers and service delivery managers to deliver on support contracts
  • Distribute information to internal partners and call out delivery Issues
  • Ensure financial forecasts are delivered on time
  • Ensure financial targets are met
  • Ensure career development plans and competency development is achieved for team members
  • Identify new business opportunities
  • Schedule on-call and other people activities
  • Participate in emergency management and L2/L3 escalations
  • Participate in monthly and quarterly reviews with CU and customers
  • Ability to handle Executive level communications both within Ericsson and towards the customer in highly visible and escalated situations

Key Qualifications:

  • Education: Bachelor’s degree
  • Work experience: 10 years minimum experience with at least 5 years managing teams
  • Domain experience: Telecom domain experience with strong emphasis on services
  • Market insight: Understanding of telecom service provider business challenges
  • Financial analysis skills: Ability to understand budgets and to effectively estimate service delivery costs
  • Negotiation and argumentation: Ability to understand underlying value of support services and to assist sales team in creating value argumentation
  • Understanding of software support processes and hardware services processes
  • Change and improvement management skills
  • You have strong business understanding and Ericsson business knowledge
  • You will promote knowledge sharing and mentoring
  • Trade compliance knowledge
  • Responsible for delivering results & meeting customer expectations
  • You will drive Entrepreneurial & Commercial Thinking
  • Leading & Supervising with a focus on innovation and continuous improvement
  • Deciding & initiating action
  • You are capable of coping with pressures & setbacks

Additional Requirements:

  • Excellent social skills and strong customer orientation
  • Ability to adapt to change
  • Demonstrated strong leadership and negotiation skills.
  • Strong customer orientation, excellent collaboration and conflict management skills
  • Excellent analytical & problem-solving capability
  • Exceptional organizational and follow up skills
  • A strong business minded consultative approach with focus on profitability, margin, and efficiency.
  • Ability to drive outcomes in a matrix-management organization
  • Ability to multi-task and meet deadlines in a fast-paced environment.
  • Identifies needs of both internal and external customers and meets or exceeds their expectations in a resource efficient way.
  • Self-motivated and team oriented

 

 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EEO/AA employer M/F/Disabled/Veterans.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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

Ericsson will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Ericsson or (c) consistent with Ericsson’s legal duty to furnish information.

Employee Polygraph Protection Act Notice - Employers are generally prohibited from requiring or requesting any employee or job applicant to take a lie detector test, and from discharging, disciplining, or discriminating against an employee or prospective employee for refusing to take a test or for exercising other rights under the Act.  For more information, visit https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf.

Ericsson is an equal opportunity employer and is committed to providing reasonable  accommodation for qualified disabled individuals during the application and hiring process.  Ericsson will make modifications or adjustments to the job application or interview process that will enable a qualified applicant to be considered for a position.  If you require an accommodation due to a disability, please contact Ericsson at hr.direct.dallas@ericsson.com or (866) 374-2272 (US) or (877) 338-9966 (Canada) for further assistance.

 

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