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 Responsibility Areas

• Governance
  • Monthly care review with Customer ( In-person)
  • Operations Governance with Customer Operations and NOC ( In-Person)
  • SPOC between external customer management and internal organizations for Maintenance Contracts
  • Pro-Active reporting to customer on Risks (Capacity issues, spares holdings etc) and improvement initiatives
  • Review service contract details for accuracy
• Contract and Financial Management
  • Working with Customer & Pre Sales internal teams on AMC data reconciliation
  • Management of the Customer Contracted Maintenance commitments
  • Delivery of Maintenance service as per the contract
  • Review and maintain the integrity of service contract data in Salesforce/CARES and other corporate tools as appropriate.
  • Track Contract Renewals and any up-scope opportunities
  • Support CT and Customer on claims and any billing disputes with the customer with regard to maintenance contract.
  • Third party commercial contract management
  • Financial Management - P&L of maintenance Contracts with focus on improving the Margins
• Functional Interface which CaPM will work closely with
  • Product Management, Quality & Satisfaction Integration, Welcome Centers, Repair & Exchange Services, Technical Support Operations, etc.)
  • Local Project Management Office ( Cluster PMO)/ General Project Management
  • Product Groups (IP/Optics/FN ) to drive the closure of quality and customer satisfaction issues.

Minimum 12+ years of experience in Network Management and Project Management with the following skills:

• Telecom industry related experience is required, must have 12+ years of experience managing projects as a CaPM responsible
• Well-versed in project management structure, techniques and discipline according to the Nokia project Management certification strategy.
• Knowledgeable on services portfolio, policies, and procedures related to maintenance business services
• Excellent interpersonal and negotiating skills
• Good technical product knowledge especially in Optics Network products, FN and IP product.
• Familiarity with financial concepts, management, and controls
• Ability to work in diverse teams and on different levels.
• Strong cross-organizational leadership skills for driving resolution of complex customer issues.
• Skills to prepare an effective and proactive communications plan for all relevant AMC information as well as oral/written communications skills and presentation abilities.
• Good communication skill to manage stakeholders. Ability of managing the customer relationship
• Candidate holds an Engineering Degree

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\xe2\x80\x99s 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.

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people\xe2\x80\x99s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World\xe2\x80\x99s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia\xe2\x80\x99s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.



Join us and be part of a company where you will feel included and empowered to succeed.