As the technology firm that created the mobile world and a rich history of 145 years of building ground-breaking solutions and innovative technologies supported by 60,000+ patents, Ericsson has made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.

Ericsson Enterprise Wireless Solutions (BEWS) is the group responsible for leading Ericsson’s Enterprise Networking and Security business. Our growing product portfolio spans across wide area networks, local area networks and enterprise security. We are the #1 global market leader in Wireless-WAN based enterprise connectivity solutions and are growing fast in enterprise Private 5G networks and Secure Access Services Edge (SASE) solutions.

How Will You Contribute to the Company?

The Manager of Global Service and Support will lead one of several Network Support Engineering teams and be a key member of the Global Service and Support leadership team. 

  

The Ericsson Enterprise Wireless Solutions Global Service and Support (GSS) organization has an extraordinary culture.  The two primary things we love to do: Making sure our customers are successful and have fun doing it.  The GSS team is always working to improve our support capabilities and processes to assure we are industry leading and continually providing our customers a premium experience and results.  The candidate will need to be an innovative leader to contribute to the development of our new style of technical support. 

  

The Manager is responsible for overseeing their assigned team in their daily activities, providing his/her team with leadership and skill development (both technical and business).  Other responsibilities may include internal partner relationship management, support technology vendor management, and program budget management.  Participation on the GSS leadership team includes collaborating on GSS strategy, leading strategic initiatives and measuring and optimizing team performance. 

  

In addition to technical experience, the Manager of Global Service and Support must have good communication, interpersonal, organizational, and presentation skills; as well as be self-motivated and detail oriented.   

  

What Will You Do?

Assure the Enterprise Support Team is effective and efficient, meeting the needs of our customers through the use of appropriate, ongoing evaluation systems and professional growth strategies 

Work with peers and leadership to develop and implement strategic plans, initiatives, and direction 

Set productivity standards and goals for Support Engineers and monitors daily/weekly/monthly progress to ensure professionalism, accuracy, and use of information given and performs annual performance appraisals 

Handle difficult customer inquiries and complaints referred by Support Agents 

Understanding of Networking concepts around how large networks are designed and implemented 

Good understanding of troubleshooting techniques. via the phone, chat, email and on occasion direct contact 

Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc. 

Good understanding of maintaining case management records using CRM 

Recommend enhancements to Company Products and Services 

Ability to engage with other teams within GSS to provide direction and support to address and manage customer issues 

Qualifications

Minimum Qualifications:

Seven (7+) years of professional Global Service and Support experience

Management experience, supervisory and/or process management

Leadership practices and development and team building 

Project management experience and methodology knowledge 

Experience with annual strategic cycles including performance management and budgeting 

Experience conducting analytics and determining actions from analysis 

Excellent communication, interpersonal, organizational and presentation skills 

Networking Technical proficiency 

LAN/WAN Layer 2 & 3 network topologies (i.e. MPLS, BGP, OSPF, EIGRP, LLDP, VLAN, etc.) 

Virtual Private Network and tunnel solutions (i.e. DMVPN, TLS, IPSEC, GRE, L2TP, etc.) 

Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT) 

Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.) 

Cloud Based Network Management Solutions 

Understanding of Enterprise grade network software services (i.e. SNMP, DNS, AD, RADIUS, TACACS, PKI) 

Other Technical experience 

Knowledge of major Operating Systems, including but not limited to; Windows, Mac OS/X and Linux 

Preferred Qualifications:

Bachelor’s Degree in a relevant field and/or relevant industry certifications (Network Administration, Network Engineering, Network Architecture, I.T. Management, and Systems Administration)

Technical experience with Salesforce Service Cloud 

Why Ericsson Enterprise Wireless Solutions?

At Ericsson Enterprise Wireless Solutions, we are one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves. 

 

Our values drive everything we do: 

Respect: we don't point a finger; we lend a hand.Integrity: we do the right thing, even when it is hard; we make fact-based decisions.Perseverance: we accept and embrace change; we have a passion to win!Professionalism: we hold each other accountable.

We are creating the future of global connectivity and community. Come join us. You belong here. 

Compensation & Benefits at Ericsson Enterprise Wireless Solutions

At Ericsson Enterprise Wireless Solutions, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.  

 

Your Pay: 

The salary range for this position is listed below.  The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

  

$89,600.00 - $166,400.00

Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by our Senior Leadership team. Certain eligibility and pro-ration rules apply.

Your Health: 

Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage. 

 

Your Financial Security: 

Ericsson Enterprise Wireless Solutions invests in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits. 

 

Your Time: 

Your work-life balance is important to us. Ericsson Enterprise Wireless Solutions provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays).  Please note that an employee’s FTO balance and floating holidays may be prorated in the first year, based on start date. We also offer paid maternity-leave benefits and six weeks 100% paid family leave for all employees.  

 

Additional Benefits: 

Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off. 

 

 

Ericsson Enterprise Wireless Solutions’ Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees’ differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We’re proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.

Please note: Ericsson Enterprise Wireless Solutions does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Ericsson Enterprise Wireless Solutions employees.

The deadline to apply to this role is listed below.

10 / 09 / 2024

Note: this date may be updated based on any extensions to the job posting.