Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (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.

 

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

 

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customer(s) that is assigned to)

• Represents customer (interests) within Nokia for Technical Support Service activities. 

• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer. 

• Provides analysis of product release notes and alerts to the customer.

• Provides technical guidance for upgrades / retrofits, if within the scope of SWS.

• Supports Emergency Management (EM) team in technical aspects of outage management.

• Maintains information about customer network in relevant databases.

• Supports Care Program Management (CaPM) from a technical stand point.

• Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction.

• Keeps aware of network health from SWS perspective.

• Keeps technically abreast with NPI and rollout activities of the customer.

• Keeps aware of tendering negotiations (SWS scope) for the customer. Can make suggestions or raise concerns. 

• Shares sales opportunities with Care Program Management (CaPM) or Sales.

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues contributing to improve products or services. 

• Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives. 

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective. 

• Shares initial ideas for professional direction of own organisational unit. 

• Acts as a professional advisor and mentor for workteam / taskforces.