FN Care CXE Manager – South America Cluster (Córdoba)

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  • Argentina
  • Permanente
  • Tiempo completo
  • Hace 1 día
Job Description\nCare (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre‑ and post‑sales activities with technical and non‑technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.\nHow You Will Contribute And What You Will Learn\n\n
- Manage escalations requiring Root Cause Analysis (RCA) beyond standard severity issues.
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- Act as the escalation interface for TS concerns, workflows, and standards, bridging communication between 3LS, R&D;, ProServ, and NDE.
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- Own and manage technical customer relationships, focusing on services, delivery, and performance areas.
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- Ensure SLA compliance for customer in your clusters, providing expedited remote access for troubleshooting and diagnostics.
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- Coordinate with FN care RDC teams to manage escalations and improve response times.
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- Facilitate knowledge transfer of network changes and updates to ensure efficient problem resolution.
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- Track and update customer issues using the Salesforce Trouble Ticket system per Nokia processes.
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- Document outage impacts and ensure compliance with contractual root cause analysis obligations.
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- Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
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- Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Nokia.
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- Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or c

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