Developer (121062)

Ericsson AB / Chefsjobb / Stockholm
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Position Summary

Within PDU GWMR, 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 Tier 2 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. The position will have two main responsibilities, as customer support engineer and as Team Leader for one of the domain-teams.

Responsibilities & Tasks

Customer Support Engineer:

Participate in team for CSR and TR Handling
Participating in Fault Reproduction activities.
Participation in on-site support during FOA and Task force activities
Perform and present results from Route Cause Analysis of customer technical issues
Participation in Emergency Recovery Rota (24/7/365)
Customer Support Team Leader:

Operational Responsibilities:

Handle internal escalations from LDM/CEM;
Handle External escalations form EDM/SDM/Region
CSR Prioritization
Weekly Team performance status to LDM (Including reports)
SPOC for other projects (RBS/CPP/other nodes/Subprojects)

Team Leadership Responsibilities :

Drive CSR initiated Task Forces as needed.
Balancing the workload within the team
Coordination with teams in GSC
Performance and KPI follow-up Responsibilities :
Ensure adherence to CSR SLA
Follow up on HOT TRs
Support LDM in analyzing the regional Performance KPI?s
Assign or make sure to pull or assign the CSR to the right competence

Preferred Qualifications & Experience Requirements:

Deep technical knowledge of WCDMA RAN product portfolio (3+ years of experience in WCDMA RAN area)
Experiences from support services.
Proven ability to professionally represent Ericsson in customer environment
Proven ability to work and to make decisions independently
Proven ability to describe technical issues in clear and understandable manner
Taskforce management skills
Team Leader experience
Willingness to travel internationally
Innovation and Continuous improvement skill
Fluency in English, Swedish is an advantage

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. As member of the unit you are also expected to share your knowledge to all members of our multicultural team and contribute actively to continuously improve our ways of working and secure the best in class support towards our customers.

Minimum Qualifications & Experience Requirements:

Bachelor of Science or Master of Science (120 marks, 160 marks or 180 marks; education streams: E (electro), D (data), Y (electro-physics) and F (technical physics).
Excellent English Skill, both spoken and written.

Additional Requirements, Physical Demands, Region/Local Specifications:

Knowledge Sharing & Collaboration Skills
Communication Skills
Coaching & Mentoring Skill

Please apply via following link:
https://performancemanager12.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=121062&company=Ericsson&username=&st=4E6FABE9F57C41590EFBFFB57C5012484963DF2C

Varaktighet, arbetstid
Tillsvidare
Heltid

Publiceringsdatum
2016-04-06

Ersättning
Fast månads- vecko- eller timlön

Företag
Ericsson AB

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

Kontorsadress
Kistagången 6
Kista

Jobbnummer
2766950

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Developer (121062)

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