Customer Problem Manager at Ericsson

Req ID: 65853
 
Job Summary
This Job Role is responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to Operators’ customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

This Job Role is also responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators’ customers). It is also responsible for customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customer's satisfaction.

Responsibilities & Tasks

•     Customer Event Management
•     Customer Incident Management
•     Customer Problem Management
•     Customer Order Handling

Position Qualifications
Core Competences:

•     Knowledge of Managed Service Telecom Operations Practice
•     Presentation & Communication skills
•     Knowledge sharing
•     Problem Solving & strategic thinking
•     Ericsson Knowledge
•     Language Skills
•     Delivering Results & Meeting Customer Expectations
•     Analyzing
•     Working with People
•     Following instructions & Procedures
•     Applying Expertise & Technology

Preferred Qualifications & Experience Requirements:

•     Problem solving and trouble shooting skills
•     Good communication skills
•     Cost awareness
•     Social skills and awareness