Customer Support Manager

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, crafting the future of technology. This is a place where you're encouraged to be your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

We are now looking for a Customer Support Manager, are you interested? In this role, you will ensure customer value and happiness through an excellent service delivery.

The Customer Support Manager will be responsible for line managing the totality of the local SSE team and on top of the LM role, will have SSE role responsibilities in one or more BCSS domains. You will play a fundamental role in preparing the customer support organization for the 5G future by continuously pursuing opportunities to improve, by promoting the usage of new tools and by assuring our engineers competence development.

The customer support manager will report operationally to the Head of Support Operations of Cloud, Software and Services organization and will look into all CU customers and in line to the HoCS VMO2.

All activities in the Ericsson group are performed under the responsibility of one or more Line Managers. Line Managers act per the Ericsson Leadership Framework and promote Ericsson's values, ethics and culture of the organization to ensure excellent performance.

Responsibilities:

• Line Management of entire engineering team (SSE), supporting training needs and career progression.
• Will also support the organization as Subject Support Expert, bringing added value of this towards the team.
• Ensure the technical team is orchestrated to maximize value delivered to our customers. Escalation point and priority call decision maker when required due to conflicting requests for the given resources.
• Strategy development along with stakeholders and communication within the team regarding strategic initiatives, driving continuous service improvements.
• KPI performance monitoring and proactive prediction to prevent SLA failures. Scope and drive actions to address any weaknesses/recurring failures.
• Knowledge management lead. Accountable for ensuring learnings and best practices are spread across all accounts

Key Qualifications:

• Education: M.SC, MBA or equivalent through experience
• Preferred SSE/SA role experience
• Previous experience leading remote and virtual teams
• Previous experience in delivering services in Telecom.
• Domain experience in one or multiple of these areas Packet Core, IMS, Subscriber Data Management, NFVi, Telecom OSS, 5G Core.
• Deep understanding of Service Delivery process, models, and strategy
• Knowledge of the sales process
• Customer and market insight
• Excellent Social and communication skills
• Formulating strategies and concepts
• Adhering to principles and values
• Leading, supervising, and responding to change in a high pace environment.

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where emotional intelligence and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your chance to define an impact is endless.

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

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Req ID: 713663