Customer Technical Manager

1 month ago

Gurgaon, Haryana, India Ericsson Full time

Description

Unlock Your Potential

The Customer Technical Manager plays a pivotal role in ensuring seamless customer experiences. As the Operational Manager for assigned customers, this individual offloads operational and technical issues from the Service Delivery Manager, leveraging established processes to deliver exceptional results.

Your Key Responsibilities:

  • Develop and maintain in-depth customer knowledge, encompassing network setup, stakeholders, and operational flows.
  • Serve as the primary technical point of contact for customers, prioritizing CSR handling and ensuring timely resolution of technical issues.
  • Monitor and ensure SLA fulfillment in the domain of expertise, including end-to-end technical delivery and customer interaction.
  • Act as a bridge between the recovery team and customers during emergencies and crises.
  • Approve technical handovers from Supply/Project to Support.
  • Plan and execute FNI/SUM, maintaining the LCM status on track.
  • Deliver RCA reports when applicable.
  • Keep the customer installed base and Life Cycle up to date in the domain of expertise.
  • Prepare and maintain remote connection procedures for customers.
  • Ensure delivery in the domain aligns with contract scope, avoiding over-delivery and generating Add-on Sales.
  • Assess and communicate PM/PPMS/GOLS customer affection.

To Succeed in This Role:

  • Demonstrate exceptional Customer Relationship Management skills.
  • Exhibit strong personal interaction skills and effective communication capabilities.
  • Display a proactive mindset, considering a broader scope when handling customer requests.
  • Adapt to change and navigate ambiguity.
  • Drive determination, focus, and resilience in the face of challenges.
  • Cultivate creativity, innovation, and inspiration in problem-solving.
  • Embody openness, reflecting on behavior and performance, and embracing feedback and new ideas.
  • Develop responsiveness, quickly adapting to new information and influences.
  • Mobilize others, both internally and from customer organizations.
  • Nurture a strong network of contacts.

Why Join Ericsson?

At Ericsson, you'll have the opportunity to push boundaries, build innovative solutions, and tackle the world's toughest challenges. You'll be part of a diverse team of innovators, driven to craft what's next. Be challenged, be inspired, and be part of something extraordinary.

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