Head of NEO Support & Repair CU SGPH
Ericsson
Taguig Bonifacio Global City, Philippines
1d ago

Our Exciting Opportunity

SERVICES

  • System Support
  • Solution Support
  • Hardware Support
  • Support during Integration
  • The CU S&R Head is a line manager for SDM / CTM / CTL within the MOAI CU S&R organization. The role encompasses responsibility for performance and quality of the customer support and support during integration services rendered by the CNS / T1C / T2 domain both for local and remote (SDU) delivery.

    He or she is required to work closely with Service Line (DGS / NEO / MS / NS) for E2E operations matter within the CU.

    Strategic role

  • To drive efficient fulfilment of fulfilment of Customer Support services in the region.
  • Head of Customer Support has a profound impact on Service delivery and the quality of services provided the customers.
  • Builds and maintains capabilities needed for the Region, as required to meet and exceed customer expectations.
  • To be accountable for setting and monitoring performance of agreed individual objectives (IPM) in consultation with team members.
  • Accountable for efficient operation and management of Customer Support staff in accordance with strategies and directives issued by Global Services, PA Customer Support Service Delivery and based on Customer service business.
  • Implement strategies, processes and directives as well as proactively propose improvements of these
  • Responsibilities

  • Responsible for implementation of delivery strategies and usage of global process, methods and tools, including Tactical Planning and Organizational Management.
  • Drive forecasting, dimensioning and optimization of delivery capacity based on business needs and -Engagement Practices’ requirements.
  • Drive a commercially oriented Customer Support organization (e.g., add-on sales).
  • Encourage, drive and require a proactive behaviour in the customer relationship set KPIs to measure support staffs proactive behaviour with customers.
  • Maintain a continuous relationship with management of key customers in the region
  • Responsible for the delivery of Customer Support services (cost, quality, time). Capacity can come from own Region, GPC or GEC.
  • Realize synergies across countries and customers while ensuring quality. Execute & prioritize resources and capabilities in accordance with short- and long-term priorities of the Region.
  • Manage the CSR volume handled by the Customer Support team.
  • Monitor operational performance and assure that assignment commitments are met.
  • Notification of process problems and irregularities to PA Customer Support management.
  • Evaluate current supported products and assist in identifying any competence gaps and / or training needs.
  • Be responsible for the day to day operational resource planning (staff planning) and coordination of training and other similar activities.
  • Actively promote and identify job-rotation opportunities with design & support / supply organizations external to own region.
  • Competence, Resource and Performance Management
  • To be successful in the role you must have;
  • Degree in Business or Engineering / ICT.
  • Deep experience from service delivery, and solid experience from pre-sales and how to work on a competence-based organization.
  • Vast experience from forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes.
  • Ability to lead a complex organization with Customer Support for multiple customers.
  • Strong skills to drive Customer Support across all areas of the portfolio.
  • Ability to effectively translate customer engagement needs into requirements on delivery and Customer Support.
  • Clear understanding of capabilities needed for the Region as well as ability to attract, develop and retain Customer Support resources.
  • Very strong track record in people leadership and coaching.
  • Ability to lead multi-cultural and cross-functional teams, empowering and creating synergies
  • People leadership, senior capability in managing and driving change in a large, complex organization.
  • Capability to have high level customer interaction, building trust
  • Interface to different internal & External Stake holders.
  • What s in it for you?

    With over 90,000 employees across 180+ countries, we have a culture that respects and supports your ambitions, in alignment with our values of Respect, Professionalism and Perseverance.

    Ericsson is very passionate about learning and development, supports mobility and flexible working hours. We are also committed to diversity and to be a responsible and relevant driver of positive change.

    We also offer outstanding career development, benefits and training programs to provide an empowered career in a connected world.

    We are proud to announce at Ericsson Singapore , our employees have once again voted us as a Great Place to Work® and we have been officially Certified™ in 2021 .

    Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

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