L'entreprise
Ericsson is a world leading provider of telecommunications equipment and related services to mobile and fixed network operators globally. Present in 140 countries, we are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communications standards.
Ericsson Hub Senegal hosts the group’s activities across 16 countries located in Western and Central Africa, managing and developing business opportunities.
Le poste
Reposting to the Customer Support Manager, you are responsible for ensuring the correct and proper delivery of Customer Support services to Ericsson’s customers. You shall monitor the financial performance of delivered services to ensure that intended cost level is maintained while securing customer satisfaction. You shall manage customer expectations and perception in order to secure customer satisfaction.
You are responsible for:
- Ensuring that all services are delivered according to contractual commitments,
- Providing feedback on delivery performance to the delivery organisation and the account,
- Presenting maintenance releases to customer and ensure implementation (deployment) of software updates
- Managing warranty and service contracts from cost point of view (responsible for cost forecasting, follow up on actual costs versus budget costs) to ensure that agreed profitability is achieved,
- Managing the customer’s expectations and perception of Ericsson´s delivery in order to ensure excellent Customer Satisfaction,
- Ensuring agreed processes and work instructions are implemented and used by the customer and in Ericsson’s support organisation,
- Ensuring proper criteria, directives and business sense is applied when project results is handed to service organisation,
- Ensuring that the sales leads are used by the Key Account Manager (KAM) to increase the customer support business and customer satisfaction,
- Ensuring escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.
Le profil
Graduate in Telecommunications/IT/Electronics, and ideally in Business, you have at least 5 years of experience from Support Services, Network Operations, Consulting or Project Management within the Telecom or similar industry. You have a deep knowledge of products and systems in the customers’ network, and of the customer’s business situation and operators’ processes. You have good leadership & communication capabilities, and excellent Customer Relationship Management skills. You have also adequate negotiation, financial and business skills.
You are fluent in English and French.