Customer Complaint Management Technician
Huawei Technologies Sweden AB Service & Delivery / Elektronikjobb / Stockholm
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Job Details
Job Title: Customer Complaint Management Technician
Dept/Division: Managed Services Department
Area/Branch : Sweden office
Reporting to : Service Quality Management Centre Manager / Team Leader CCM
Qualification : Master Degree in Telecommunications, Engineering, Technology or IT. 5-8 years working experience within O&M or Network Quality Performance operations area at an Operator or Vendor of mobile or fixed networks. The function will support the delivery setup for customer complaint management in the SQMC.
Location: Stockholm.
Primary Responsibility and Functions
• Responsible for the handling of customer complaint handling for the 2G, 3G, 4G RAN Network, and/or fixed network monitoring of KPI and performing daily analysis and trouble shooting of customer quality issues.
• Handling and management of customer quality performance management of the Network, and take lead in complex investigations initiated proactively or via escalations from customer problems.
• Follow up on all customer problems and ensure that network has a high end user service availability
• Responsible for the SLA and KPI for customer complaint process according to contractual obligations.
• Handling of customer complaint related to complex technical issues in the Radio Access network, Core network or other services such as voicemail, SMS , MMS, etc.
• Support in problems and fault analysis in the network triggered from reported problems or customer complaints and problems.
• Performa regular reporting towards Huawei customers on network problems and customer complaint management results.
• Support and cooperate with other functions in monitoring, analysis, troubleshooting of faults, problems and customer (end-user) problems in the network.
• Management and development of the customer complaint analsysis tools and reports as well as , PM-alarm methods and tools
• Providing reports as necessary for management reporting, etc.
• Ensure Quality of Service services, support in Network & Service Performance Management and CM Planning (CAB) and other related services are delivered according to contract, SLA and budget.
• To develop and manage processes and procedures for primarily customer complaint quality services and Managed Service delivery towards Customer ensuring all inter working units e.g. GNOC, dispatching, system support units, rollout projects/units, planning / engineering units are working according optimal processes.
• Cooperate and develop relevant processes and tools for CCM with GNOC and other operational functions and the Customers (operators).
• Manage service, network performance analysis and KPI reporting for customer quality services.
• Regular reporting internal and towards Customers.
• Lead or participation in required Customer and internal meetings and forums.
Job Requirement and Working Experience
• 5-8 years of working experience in Telecommunication or IT industry, experience in network quality operations and/or network build of Telecom networks (mobile and/or fixed). Experience from rollout and operations within the network quality operations and leading such functions at Operator or Vendor.
• Extensive knowledge and experience in Mobile Telecom (2G,3G,4G), and/or fixed Telecom as well as transmission systems for xWDM, Microwave, SDH, xDSL, DXX, fiber etc.
• Experience in NSN and Huawei radio Access networks for 2G,3G,4G and/or Core networks, Messaging services
• Good knowledge in Core systems such as MSC, MGW, AXE, TSS, routers, switches and RNC, BSC
• O&M knowledge and experience and good trouble shooting knowledge.
• Overall knowledge of network planning and design for Radio, transmission, Site, core etc
• Computer and general IS/IT knowledge and general programming skills.
• Project Management and general Management experience
• General Mobile and/or fixed telecom experience
General Competencies
• Analytical skills in preparing reports and experience in project management.
• Communication skills and presentation skills
• Fluent in written and spoken English. Mother tongue Swedish
• Driver license
• Flexible and ability to drive and handle change. Open minded. “Can do†and driving/entrepreneurship attitude.
• Service minded and ability to build and enhance customer and people relations.
• Open to other cultures and people diversity
• Ability to instruct and learn other people.
• Ability to develop and documents processes, ways of working and functions/organizations, ability to drive change and optimize and change processes and organizations.
• Result oriented, good skills in leading and motivating people. Excellent team player.
• A thorough, organized and methodical approach to work.
Publiceringsdatum2013-11-11Arbetstider och omfattningFull-time
ErsättningFixed
Så ansöker duSista dag att ansöka är 2013-12-01
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FöretagHuawei Technologies Sweden AB Service & Delivery
AdressHuawei Technologies Sweden AB Service & Delivery
Box 1184
16426 Kista
Jobbnummer 1699615
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