דרושים Customer Care Manager ב-Nokia ב-מקסיקו

• Understand and Translate any Internal requirements from RFI/RFQ to Nokia Deploy Services Solutions Portfolio
• Able to read Services Inputs from a Bill of Materials (BoQ) and convert in Deploy Services Solutions.
• Provide Services Costing including Risk Management
• Provide Services Solution Description (SSD) and be professional in writing documents in all MS Office Packages.
• Provide Technical Support and answer specific questions for Statement of compliance included in customer requirement documentation using as a reference Internal Nokia Documents and Guidelines.
• Coordination and Interaction with internal Areas such as Procurement and Supply Chain

• Typically, 10-12 years RAN Technologies including 5G and Evolution Technologies required experienced and a graduate equivalent degree.
• Technical Understanding for mobile Radio Networks (3G/LTE/5G) including Mobile Network Architecture, basic Protocols and Interfaces.
• Position requires English proficiency able to interact with Native English Speakers with Strong Technical Background.
• Portuguese as a Third language is required for active participation with Brazilian customers and writing skills in this language are also demanded.
• Able to negotiate with internal/external stakeholders for support all deliverables submission.
• Being proactive in Self-study, searching new documents and sharing across main colleagues creating team collaboration.
• Cost management for Deploy services in all sales phases according to bid guidelines.
• Takes initiative to reach out to colleagues inside and outside own team, to assure that all questions from customers get a high-quality answer.
• Involves relevant stakeholders (e.g. Service Product Managers, Project Manager) to create high quality bid.
• Works with substantial discretion and uses specialist knowledge, analytical skills, judgement and broad conceptual and practical experience to solve complex problems and to contribute to process improvements.
  

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

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
• Lead Software Upgrade Strategy & Planning.
• Provides analysis of product release notes and alerts to the customer.
• Lead complex Case Handling analysis & troubleshooting when required.
• Be the Technical customer voice and advisor.
• Provides technical guidance for upgrades / retrofits, if within the scope of Care portfolio.
• Analyze solution compatibility matrix and recommend actions during SW lifecycle.
• Ensures disaster recovery restoration process in place for the installed base, when applicable

• Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field is required, with an advanced degree preferred and 4 years of expertise in the Core network domain for mobile telecommunications, specializing in the design, deployment, integration, troubleshooting and performance optimization of 3G/4G/5G networks and IP connectivity.
• Comprehensive knowledge of Core Network functions such as IMS, SDM, MSS& MGW, PCRF, as well as Packet Core 4G/5G, DRA&DNS.
• A strong understanding of 3GPP standards, network architecture, protocols, and call flows, including TCP/IP, routing/switching, telecom/IT network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, Unix and Linux platforms, virtualization, and public/telco cloud is required.
• Proficiency in network management and monitoring tools is essential. Experience with cloud-native technologies, VNF/CNF, microservices, containers, and virtualization technologies such as Docker, Kubernetes (K8s). The candidate should be experienced with Linux and Windows operating systems, including scripting languages like shell and Python, and possess knowledge of DevOps and CI/CD methodologies.
• Experience in providing customer support, utilizing helpdesk tools (e.g., Salesforce) and processes to manage incidents and resolve customer issues is required and participation in a 24/7 on-call support rotation to ensure timely resolution of critical issues.
• Strong leadership and interpersonal skills, are essential.
• The candidate should have experience managing escalations across cross-functional teams and coordinating resources to resolve issues.
• Excellent written and spoken English and Spanish communication skills are required, with the ability to convey complex technical ideas in writing, presentations, and face-to-face meetings.
• Knowledge of project management principles and methodologies, as well as an understanding of customer service concepts, tools, and processes, is necessary.
• Proficiency in various Microsoft Office apps.

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

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark