Customer Technical Manager

About the Role

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

Role Context and Purpose

The Customer Technical Manager will provide solutions to customer-reported problems, adhering to established processes and contracted Service Level Agreements, with support from the CNS team. This position requires expertise in the domain with 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 quality support services.

Key Responsibilities

• Handle and resolve customer issues, providing dedicated support.
• Deliver results and meet customer expectations, including leading Software Uplift activities.
• Manage customer and internal stakeholders from a technical perspective, working within 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 as needed.
• Interface and interact with relevant internal stakeholders to ensure timely progress on critical/priority customer service requests.
• Be available to handle customer technical queries at all times and ensure timely responses.
• Maintain up-to-date 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 communicate them to the SDM.

Qualifications and Experience

• 5-10 years of relevant experience.
• Strong technical competence to lead customer discussions on technical issues.
• Expertise in the domain with a very good technical understanding.

Working at Ericsson

At Ericsson, employees are encouraged to utilize their skills and imagination to develop solutions for complex problems. The company fosters a diverse and inclusive organization, believing that collaboration with individuals from different experiences drives innovation and future growth. Ericsson is an Equal Opportunity Employer and encourages applications from all backgrounds.