37942 - Customer Engagement Manager

Ericsson AB / Marknadsföringsjobb / Stockholm
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DU Radio strives to be the most competitive Radio Network R&D unit in the industry. We develop and maintain competitive, high-quality Radio products which give our customer solutions securing future growth.

PDU HW within DU Radio at BNET is responsible for all HW development of Radio base stations (GSM, LTE and WCDMA) and site HW. The operations are executed in Sweden, Canada and China.
Products in Field is responsible for RBS HW Maintenance and handling of customer issues regarding perceived quality of the RBS 6000 product, including managing escalations and HW field corrections by Filed Change Order (FCO), Service Advice (SA) or Repair Change Order (RCO)

Position Summary

We are looking for a Customer Engagement Manager (CEM). As a Customer engagement manager you will be part of the PDU HW

Maintenance program with the responsibilities:

• Communicate and address market specific issues contributing to RBS HW performance in field
• Escalation path for CUs regarding perceived RBS HW quality issues
• Communicating return rate targets towards Region/CUs
• Proactive supervision of Region HW field KPI?s
• Addressing HW replacements caused by factors outside DURA
• Create awareness of customer situation to Maintenance program, Tier2 and PDU Management
• Understand customer & CU targets and KPIs
• Identify major activities; roll out; SW updates etc.
• Initiate customer engagement initiatives

In your role as CEM you will support:

• Prioritizing customer HW cases in HW Maintenance Program and Tier 2
• Sharing of market experience within and between the Regions
Region/CUs regarding remedy actions to fulfill return rate targets
competence build-up regarding product quality
driving customer engagement
• Oerational Product Management in Hardware Field Correction activitie

Position Qualification

Behavioral Competences:

• Very good skills to Influence and persuading
• Working with people
• Delivering Results and Meeting Customer Expectations
• Structured and ability to simplify

Core Competences

• Excellent presentation and communication skills in both Swedish and English
• Change and Improvement management skills
• RBS portfolio knowledge
• Good business and financial knowledge

Minimum Qualififcation & Experience Requirements

• MSc level in a technical discipline or the equivalent level of knowledge
• English Skills

Preferred Qualification & Experience Requirements

• Experience and knowledge in HW development
• Experience from working as line manager or senior project management is a plus
• Customer Unit experience is a plus

Apply via link: https://performancemanager12.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=37942&company=Ericsson&username=&st=C7C942904B44749606F9B24A0061F1DFCD05D00D

Publiceringsdatum
2014-11-18

Arbetstider och omfattning
Tillsvidare
Heltid

Ersättning
Fast lön

Företag
Ericsson AB

Adress
Ericsson AB
KI/EAB/DKG/DA
17281 Stockholm

Kontorsadress
Kistagången 6
Kista
Visa på karta

Jobbnummer
2071992

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