Technical Care Specialist

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
• Transfers concepts for professional direction of own organisational unit into actionable measures.
• May lead small technical projects with limited risks and resource requirements.
• Provides assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLAs are met for escalated cases.
• Contributes for Root Causes Analysis (RCA) analysis and report creation.
• Complies with the requirements as per the emergency process role, whenever required.
• Creates knowledge articles (author, reviewer).
• Creates technical documents and guidelines.
• Develops competencies on products and solutions.

What you will learn and contribute to

• Provide technical support for NOKIA 1830 PSS (OTN) products.
• Guarantee the highest satisfaction level of the customer through the SLA (Service Level Agreement)
• Diagnose and solve customers problems remotely.
• If necessary, start an on-location intervention via the intervention centre
• If necessary, coordinate with product expert, - Give information on incident and end it
• Analysis, diagnosis and neutralization of problem reports in the customer's network remotely and some rare on site interventions are likely as well.
• Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation.
• Reproduction of customer problems in lab environment (if needed & if possible)
• Rotation in hotline support 24*7 (on call duty)
• Establish support channel with the global TSC teams, Optics L3 TEC, Services PLM and other NOKIA organizations to ensure that the products and services delivered by NOKIA are best in class.
• Think "out of the box" for potential improvement initiatives in order to meet future technical and customer related requirements
• Provide technical leadership, experience, and information to peers as required.
• Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously.
• Cross-functional and multi-cultural team work
• Engage in proactive activities to train the customer or to check on the sanity of the network.
• Must have excellent knowledge of DWDM / OTN andGMPLS.

Education:

• University degree in Electronics, computer engineering or equivalent, majoring in electronics or IT.

Languages:

• Fluent in English, both in speaking and writing

Behavioural:

• Strong analytical and problem solving skills

• Creative and resourceful, assertive, customer first attitude

• Uses language as a tool to troubleshoot, to explain and to negotiate
• Can cope with pressure, stress resistant

Flexibility:

Willing to participate in 24x7 on-duty service, on rotational basis.

Technical:

Must have knowledge of the ASON/OTN,