Join our Team
Our Outstanding Opportunity
The Customer Technical Manager (CTM) is considered the Operational Manager for the customers assigned, offloading the Service Delivery Manager on operational and technical issues or Support Domain Expert for more technical depth and width according to the contracted agreements by means of established processes.
You will :
Strong customer knowledge on its domain of expertise (network setup, stakeholders and operational flows)
First technical issue contact for the customer in its domain of expertise, which includes CSR prioritization towards CSR handling team
Responsible for SLA fulfilment in its domain of expertise, including monitoring of all end to end technical delivery organization and customer interaction
Responsible to act as a bridge between recovery team and customer at emergencies and crisis
Approve the technical handover from Supply/Project to Support
FNI/SUM planning, keeping the LCM status on-track
Responsible to deliver RCAs (Root Cause Analysis) reports when applicable
Responsible to keep up to date the customer installed base and Life Cycle in its domain of expertise (3PP included)
Preparation and maintenance of remote connection procedures to customers
Assure that delivery in domain is kept according to contract scope, avoid over delivery and generate Add-on Sales
Responsible for PM/PPMS/GOLS customer affection assessment and communication
To be successful in the role you must have :
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
Creativity - ability to see and make things in a new or different way, capability of developing inspiration, innovation or insight
Openness - capacity to reflect on one's behavior and performance, learn from experience, adapt to other cultures, absorb feedback, accept new ideas and practices
Responsiveness - ability to understand, quickly adapt and act upon new information, influences and information
Capability to mobilize others both internally and from customer organization
Strong network of contacts
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 an 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 and Affirmative Action employer, learn more .
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 Contact us
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Primary country and city:India (IN) || Gurgaon
Job details:Support Engineer