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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Customer Technical Manager

Job Description

Date: Nov 28, 2019

Ericsson is one of the leading ICT providers, with about 40% of the world’s mobile traffic carried through our networks. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale, making our customers successful in a fully connected world. Our IoT, 5G and automation technology stands ready to unlock a wave of new value and thus bring positive change.


Job Summary: 


We are now looking for a Customer Technical Manager that will provide technical expertise and support to our customers in the IMS (IP Multimedia Subsystem) domain. In this role, you will be working in close cooperation with the Service Delivery Manager who is contractually responsible for the Support Contracts delivery. You will lead the trouble shooting teams and ensure that customer is satisfied with the support delivery. In addition to driving the operation, you will from time to time configure and integrate different nodes and solutions in new and live customer networks. The Customer Technical Manager typically interacts with customer’s technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D and 3rd party suppliers. As there are no distinct borders between the areas, you will need to be flexible and master more than one area. The technical development is rapid and we count on you to continuously keep your competence and skills up to date. You have full access the Ericsson competence development platforms which include both instructor lead and web based training. The role more than often requires you to take on responsibility and it is important that you can work independently and in close cooperation with the team.



Job Responsibilities: 

-Lead the trouble shooting teams.

-Own the CSR (Customer Service Request) delivery and ensure customer satisfaction.

-Handle customer enquiries end to end as the customer technical advocate in Ericsson.



Key Qualifications:

-Experience within IMS and/or UDC (User Data Consolidation)

-Preferably you have a Master of Science / Bachelor degree or equivalent in any of the following: Computer Science, Telecommunication, Information Technology, or Electrical Engineering

-Soft skills that we value are the ability to work in a team, take initiatives and communicate with others. You also need to be self-confident and have a high level of accountability.

-You are expected to have strong English skills both written and orally.

-The work requires that you are self-driven and service minded since the quality of our work has a direct impact on the customer satisfaction and perception of Ericsson as a professional company.

-Prior experience and competence working with underlying native architecture platforms and Cloud environments is an advantage.


Final candidate will be asked to take part in an additional background check supported by an external provider.


Apply now or the latest 16th December!


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: Sweden (SE) || || Stockholm || ServEng

Req ID: 305916