30 Jan
Recognized
Ottawa
Grow with us
Location: Ottawa, Ontario
About this opportunity:
We are now looking for a Senior Product Support Professional to join our team in EUHW CX TS AMER in Ottawa. As a member of the team, you will providing technical support to customers utilizing our products. The primary objectives include ensuring the smooth integration of our products into customer networks, sharing field insights to product development, and promptly addressing any arising issues. This job demands close interaction with BNEW Development teams, Systems & Technology, and Product Line and Customers. This will be a senior technical lead role which gives excellent opportunity to be exposed to various functions across the EUs as well as to the EU Leadership team.
The main tasks and responsibilities are to handle the technical dimension of proof of concepts, demos, trials, product introduction, deployment, maintenance, and support operations of different products, to improve customers product perception through:
You will :
- Drive investigation and analysis of customer issues according to established processes (CSR, Design consultations, TRs etc) and be an interface to design for issue resolution.
- Interact with customers professionally and courteously to understand their technical issues and provide appropriate solutions.
- Perform E2E fault reproduction during the troubleshooting in E// environment (CX or design labs).
- Support 24/7 emergencies, FTS (follow the sun) and on call duties.
- Collaboration with design teams during the initial stages of product development to offer insights based on real-world product behaviour and usage in the field.
- Lead and prime FFI projects by providing the technical support and guidance during the product introduction activities and focused deployment phase (roll out support for strategic products).
- Leverage data analytics team to understand N/W impact and background by translating the technical requirements to Network data analytics team and analysing the results.
- TF Technical driver keeping technical investigation & communication together and work closely with TF manager towards a faster resolution.
- Supporting PoC, demos and trials.
- Should be able to support and execute deployment activities in own lab or network environment, and in a customer network.
- Enhance technical proficiency through knowledge sharing, training, mentorship, and continuous learning initiatives.
- Drive initiatives and identify opportunities for improvement and innovation in products and processes to either solve technical problems or have better customer value.
To be successful in the role you must have:
- Have broad RAN/ERS knowledge with the ability to dive into specific areas.
- Have Customer Insight and mindset.
- Improve Technical Leadership, Coaching and Mentoring Skills.
- Deliver Results and Meet Customer Expectations.
- Network with people from different teams.
- Address Customers and Senior management concerns and inquiries.
You must also have:
- Work experience; Several years' experience from technical positions within RAN/ERS, development and systems, etc.
- Communicate complex technical concepts in a clear and understandable manner.
- Strong analytical and problem-solving skills to identify issues, evaluate alternatives, and make informed decisions to overcome challenges during the solution development process.
- Inspiring and guiding cross-functional teams, fostering collaboration, and motivating team members to achieve project milestones.
- Provide training to the global community.
- High degree of flexibility to work in a changing environment.
- Ability to work under intense customer pressure.
- Competence in Radio portfolio including Radio Dot System (HW and RAN).
- Competence in technologies such as LTE & NR and radio products along with RAN experience.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
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.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected]
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position.
They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: Canada (CA) || Ottawa
Job details: Developer
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