Customer Technical Manager

About the Role

Ericsson is seeking a Customer Technical Manager (CTM) to join its team in Riyadh, Saudi Arabia. This full-time role is responsible for managing local support operational and technical issues for a dedicated customer on a day-to-day basis. The position combines technical, operational, and team leadership responsibilities, requiring strong technical competence to lead customer discussions on technical matters.

Role Context and Objectives

The CTM, supported by the CNS team, will provide solutions to customer-reported problems in accordance with established processes and contracted Service Level Agreements. This role requires expertise and a strong technical understanding to deliver contracted support services, including CSR handling, Problem Management, Proactive Support, and Software Update Handling. The CTM will collaborate closely with the customer's Service Delivery Manager (SDM) to ensure the quality of support services.

Key Responsibilities

• Handle and resolve customer issues, providing dedicated support.
• Deliver results and meet customer expectations, leading software uplift activities.
• Manage customer and internal stakeholders from a technical perspective, working with a diverse team.
• Track ongoing customer service requests and ensure concerns are addressed with appropriate priority.
• Analyze and troubleshoot to provide support in critical and emergency cases when required.
• Interface and interact with relevant stakeholders within the organization to ensure timely progress on customer service requests for critical/priority cases.
• Be available to handle customer technical queries and ensure timely responses.
• Maintain updated relevant technical skills.
• Secure handover from projects and ensure all technical checkpoints are completed.
• Promote knowledge sharing sessions with stakeholders.
• Review relevant technical documents, such as Root Cause Analysis (RCA).
• Provide technical support to the SDM in all aspects.
• Ensure that Key Performance Indicators (KPIs) are met according to Service Level Agreements (SLA).
• Identify potential add-on sales opportunities and address them with the SDM.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience. A strong technical background and the ability to lead technical discussions are essential for this role.

Working at Ericsson

Ericsson offers an environment where individuals can utilize their skills to develop solutions. The company encourages a diverse and inclusive organization, believing that collaboration with people from different experiences drives innovation and future growth. Ericsson is an Equal Opportunity Employer.