Technical Customer Service Owner job in Bracknell at Ericsson

Technical Customer Service Owner

Company: Ericsson

Location: Guildford UK

Date Posted:Apr 13, 2018

Job Summary The prime function of this role is to act as a technical subject matter expert for RAN technologies operated by the customer acting as the prime interface into the UK Operate team. The holder will be responsible for maintaining and developing the relationship to understand the customers strategy providing support, guidance, and advice as required along with providing relevant in-depth technical insight and guidance to internal teams on operations and development of the network and service.As a key role within Technical area of the UK Operate team the individual will be responsible for driving proactive activities which drive service improvement and improve overall efficiency and cost of operation. Key tasks and Responsibilities •             Establishing and maintaining a close working relationship with the customer ensuring that relevant information on their strategy, network and service development is understood and communicated internal.•             Ensuring Ericsson’s commercial position on SLA and KPI’s are managed and technical policies are in place to ensure we meet our obligations.•             Driving reduction in manual dependency for repeat activities and issues identified through close loop assurance utilising high levels of automation or Ericsson Global delivery centres.•             Connecting to wider Ericsson Managed Services organisation to drive utilisation/adoption of innovations and improvements within managed service contracts owned by the UK Operate team.•             Act as a Technical Authority with extensive working knowledge of key ICT vendors within the customer network Huawei & Nokia.•             Identifying up sell opportunities, leading and supporting the development of the business case with the relevant internal organisations and driving support within the customer organisation through key interfaces.•             Identifying short, medium, and long-term trends, causes and opportunities in line with current delivery requirements. Driving on and offshore teams to self-correct and assure delivery.•             Taking reactive, proactive, commercial and customer demands, to determine tactical and strategic service improvement requirements, planning, milestones, and measurements.•             Ensuring delivery meets the contractual scope and agreed customer requirements. Driving exceptions into add on sale process.•             Ensuring processes, procedures and scope variations are fully documented and managed.•             Validating and ongoing management/review of service agreements with partners and suppliers in line with service delivery requirements.•             Accountability for e2e execution of lessons learnt and process enhancements. Defining measurements, objectives, requirements and checkpoints, owning reporting and dialog internally and externally.•             Driving relevant data inputs, and collation of service metrics and insights across UK/offshore delivery teams. Validating outcomes and actions are fit for purpose and have the required traction. Skills & Experience required •             SME (Subject Mater Expert) Level Experience in 2G, 3G, LTE RAN Technologies across one or more vendors Huawei & Nokia.•             Proven experience in working in an operational or support role.•             Self-motivated and can work unsupervised and on own initiative – but be prepared to accept direction where necessary.•             Strong interpersonal skills required to communicate effectively with both technical and business communities.•             A technical appreciation and competence across the overall Global ICT Services environment.•             Willing/Able to get UK Security Clearance for supporting the role. 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 create a more sustainable future.With about 101,000 employees and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. 40 percent of the world’s mobile traffic is carried over Ericsson networks. And our SEK 100 billion investment in research and development over the last three years ensure that our solutions – and our customers – are at the forefront of innovation.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.Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York.  View full job description
JobCentre Plus 9 months ago
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