CNS Care Technical Manager - Jobs in Algeria

Job Description

Come create the technology that helps the world act togetherNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people?s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.ÿWe challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.ÿThe team you?ll be part ofAs Nokias growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.ÿWhat you will learn and contribute to

• Ensures compliance with CARE delivery models and standards
• Responsible for delivery of the solution/transition to CARE phaseÿ
• Represent the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
• Represent customer (interests) within Nokia for Technical Support Service activities.
• Provide customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.
• Support Emergency Management (EM) team in technical aspects of Outage management
• Support CaPM from a technical standpoint.
• Responsible along with CaPM for customer satisfaction.
• Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale
• Brings existing customer specific knowledge to bear
• Scanning for further opportunities in Customer
• Customer Relationship Management in Care phase including improvement of customer satisfaction and management of relationships with key care contacts.
• Oversee all Care operations within the CT(s) related to all Nokia products
• Lead and manage Care Team (core and extended) and resources e.g. test beds/facilities
• Co-operate with other Nokia functions in resource and people management issues
• Manage subcontractors, contractors and 3rd parties whenever applicable
• Execute regular internal reporting as required
• CARE business management
• Ensure the expansion and continuation of Care Agreement
• Identify and develop new business and up selling opportunities, understand the customer needs and channel them to global service lines
• Participate in CT(s) team meetings and give leads to CT(s) team by monitoring customers -operations, business situation and competition
• Participate in new tender activity ensuring that Care resources and margins are appropriately planned and executed
• Customer relationship management
• Take the Customer ownership in Care phase, acting as primary interface towards the customer for Care related activities and issues as well as managing customer expectations
• Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty
• Liaise closely with customers business and technical management to ensure close relationship and responsiveness to customer needs
• Lead Care Team and internal support function to ensure effectiveness and appropriate engagement with customer
• Organize and lead regular customer Care meetings and report Care status and progress to the customer in a structured way

ÿYour skills and experience

• Degree: Technology or Engineering
• Exp: at least 6 years of work experience with 2~3 years in the telecom industry working in customer technical support role.
• Softskills: Presentation skills, Communications skill, strong Governance skill
• Experience with VoLTE, Packet Core, SDM and Cloud products and related interfaces
• Strong technical skills
• Ability to learn quickly
• Must have strong Written/Verbal communication skills with an excellent command o

Keyskills :