Developer - Senior Customer Support Engineer (219507)
Ericsson AB / Datajobb / Sundbyberg
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PDU 2G/3G Release and Support, Customer Support is providing Global Product Specialist Support. We work towards ensuring customer satisfaction with Ericsson's WRAN through our compliance with agreed turnaround times for both Trouble Reports, Customer Service Requests and Fault Reproduction. The organization is located in Kista and is as a part of the Global Engineering organization. We practice an agile way of working with self-directed teams driving high performance and innovations. When requested we also provide on-site support for markets around the world and participate in selected R&D activities, especially the First Office Application customers and Continuous Deployment markets.
Responsibilities:
• Drive and manage complex Task force activities and highly escalated customer issues
• Participate in CU/Customer meetings representing the PDU.
• Handle HOT and complex CSR and customer issues spanning several products and organizations.
• Conduct knowledge-sharing sessions for the PDU and the Customer support community.
• Drive both Way Of Working and product improvements.
• Perform and present results from Route Cause Analysis of customer technical issues
• Participate in and drive Serviceability improvements
• Participate in general CSR /TR Handling and support the team with the same.
• Participation in Emergency Recovery Rota (24/7/365)
Key Qualifications:
• Bachelor of Science or Master of Science or equivalent
• Expert level technical knowledge of WCDMA RAN product portfolio (5+ years of experience in WCDMA RAN area)
• Extensive experiences from support services (5+ years)
• Excellent ability to professionally represent Ericsson in customer environment
• Proven ability to work and to make decisions independently and under time pressure
• Excellent ability to describe technical issues in clear and understandable manner
• Experience with Serviceability work
• Willingness and ability to travel internationally on short notice
• Innovation and Continuous improvement skill
• Excellent Knowledge Sharing & Collaboration Skills
• Excellent Communication Skills
• Coaching & Mentoring Skill
• Experience with Big Data and Machine Learning is a plus
• Fluency in English, Swedish is an advantage
Additional Requirements:
• As a person you need to be very customer and goal oriented, a good team player, with strong will and drive to continuously develop your own competence.
Why is Ericsson a great place to work?
Ericsson is the driving force behind the Networked Society where every person and every industry is empowered to reach their full potential. Mobility, broadband and the cloud are transforming the world, enabling industries and society to provide better services, capture new opportunities, improve businesses, increase efficiency, and create new user experiences.
Our services, software and infrastructure support every major telecom operator in the world. The transformation that this brings allows people, business and society to fulfill their potential and build a more sustainable future.
At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker? Learn what makes YOU + Ericsson a powerful combination. Join us today.
Publiceringsdatum2018-01-17Så ansöker duSista dag att ansöka är 2018-01-31
Klicka på denna länk för att göra din ansökanFöretagEricsson AB
AdressEricsson AB
KI/EAB/DKG/DA
17281 Stockholm
KontorsadressKistagången 6
Jobbnummer 3908104
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