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, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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 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.

Primary country and city: India (IN) || Gurgaon

Job details: Support Engineer

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