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.

 

Key Competencies:

Native level in Japanese (or equivalent) and fluency in EnglishPrior experience of handling escalation and critical CareExperience in customer managementExperience in Customer Care managementCapability to articulate business impact of the escalation to the higher managementStrong technical leadership and people management skillsCapability to articulate business impact of the escalation to the higher managementStrong technical leadership and people management skillsAttention to detailTeam playerExperience in working and driving global teamsAbility to manager in multi domain, multi cultural environmenthighly independent and self-directed individual capable of working with minimal supervisionexceptional interpersonal, organizational and customer service skills with the ability to communicate effectively both technical and non-technical stakeholdersstrong problem-solving skillssense of urgencyexcellent verbal and written communication and presentation skillsable to coordinate different teamscapability to interact with Nokia senior managementexperience in managing global escalations in crisis situationBackground and experience in one or many below is preferred:Core application productscloud infra knowledgecustomer managementIP knowledgeExcel

 

 

Impact

Impact is primarily short term and typically functional, departmental or small single geographic in scope through management of resources. Accountable for department/program goals, achievement and cost performance. Actions and errors will normally impact business, program, project, function. Marked contribution to defining the direction for new products, processes, standards or operational plans based upon business strategy. 

Scope & Contribution

Individual Contributor: Independently carrying out consulting, specific functional work within a Business Unit/Geography. Assumes broad perspective. Resolves unique and highly complex problems within own discipline. Makes decisions about own and/or project work using known solutions as basis. Managerial/Supervisory: Typically second (occasionally first) level of solid line management. Effective management of resources and development/implementation of plans and processes. Interprets policies and establishes procedures. Increased awareness and influence of other functions outside of own business area. Decision making often repeated in similar manner - able to choose correct solution or modify existing solution. 

Innovation

Highly independent and self directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. 

Communication

Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.Requires ability to influence others outside of own job area on policies, practices and procedures. Has cross-cultural knowledge and global mindset. Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires influencing others outside of own job area on policies, practices and procedures, e.g. by expressing complex information in an engaging and inspiring manner.

Knowledge & Experience

Management Experience / Mastery of a specific professional discipline combining deep knowledge of theory and practice within a function. Expert in more than one area, broad perspective. Typically requires 7-10 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

 

Responsible for the E2E Lifecyle and Management of the case whilst under the ‘Escalation’ processAct as a point of contact for any Care escalations to the customer team, interfacing between MS, Domain care and P&E teamsRepresents S&C in highly escalated, complex cases and project support task forcesMonitoring the performance of the “ME Workload Volume” KPI and adapting to meet the caseload demand.Responsible for the handling of all MEs from the assigned Market/Region.Provision of Technology orientated support.Management, tracking and reporting throughout the lifecycle of the escalationEngagement and management of required technical organizations (GBC MS/SCD/R&D)CPA follow-up and confirmation of completion / implementationProvide frequent communications on ME progress to the Market, SCD, Management and other stakeholder teams.Top Issue categorization and handling.Represent SCD in the Market Top Issue forumsEnsure tickets and issues have the correct priority for adequate representation in CE fault review meetings.Ensure that the lessons learned from Escalated cases are fed-back into the organization for future improvement.Care services escalation management contact for the market servicesInterprets internal and external business challenges, recommends best practices to improve products, processes and services and develops innovative solutions that help to sustain competitive advantage.Has organisational and relevant market knowledge and uses understanding on how relevant areas can be integrated to achieve objectives.

• Uses knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.

• Solves complex problems based on sophisticated analytical thought and complex judgment.

• Contributes to development of concepts to determine professional direction of own organisational unit and influences strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets).

• Acts as a senior subject matter expert, typically at a global or regional level, in many organisational units the most senior internal expert who serves as best practice / quality resource and is an acknowledged authority both within and outside own organisational unit.

• Leads functional teams or projects with moderate resource requirements, risk and complexity, handles day-to-day staff management issues, including resource management and allocation of work.

• Defines processes and standards.

• Manages service delivery for Care portfolio across case handling, emergency and software upgrade services with a large business volume and / or medium complex customer contract with medium risk probability.

• Manages day-to-day operational performance, workload and efficiency of the team.

• Ensures that optimised resources based on business demand are continuously available: people, tools, working material and lab.

• Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.

• Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market.

• Manages customer satisfaction surveys issues like Event-based Customer Satisfaction (EBCS), Operations Excellence Survey (OES), Operations Perceived Value index (OPVi), and ensures relevant tools like Installed base, Contract Database (CDB) are updated and available in collaboration with Care programme manager.

• Ensures quality of service delivered by the team.

• Ensures team expenses are managed in accordance to Nokia´s policies, limits, guidelines.

• Complies with the requirements as per the process roles.

• Supports Care customer interfaces by providing right competences, escalation and process support whenever required.

• Is responsible for career development of the team members.

• Facilitates and promote collaboration and knowledge sharing while contributing to articles (author, reviewer, approver, coach).

• Is responsible for or contribute towards (based on Mode of Operations) successful transition of delivery scope from project phase to Care phase.

• Is the primary voice towards the team on company strategy.

• Typically requires 3-6 years extensive relevant experience in leading customer support teams.

• Responsible for Care services escalation management for the customer.