Nokia Care Technical Manager 

Japan 

572280620

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customer(s) that is assigned to)• Represents customer (interests) within Nokia for Technical Support Service activities.• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.• Provides analysis of product release notes and alerts to the customer.• Provides technical guidance for upgrades / retrofits, if within the scope of SWS.• Supports Emergency Management (EM) team in technical aspects of outage management.• Maintains information about customer network in relevant databases.• Supports Care Program Management (CaPM) from a technical stand point.• Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction.• Keeps aware of network health from SWS perspective.• Keeps technically abreast with NPI and rollout activities of the customer.• Keeps aware of tendering negotiations (SWS scope) for the customer. Can make suggestions or raise concerns.• Shares sales opportunities with Care Program Management (CaPM) or Sales.• Senior CTCAs are assigned to more critical customers or multiple customers.• Interprets internal and external business challenges and recommends best practices contributing to improve products, processes and services.• Has in-depth organisational and relevant market knowledge and uses understanding on how relevant areas can be integrated to achieve objectives.• Contributes to strategic decisions within professional area.• Solves complex problems based on sophisticated analytical thought and complex judgment.• Acts as a technical leader for taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.• Support key customer projects.• Interprets critical internal or external business issues and develops innovative solutions that help to sustain competitive advantage.• Defines processes and standards.• Uses knowledge on how the job contributes to the corporate goals as well as knowledge of industry and competitive landscape to increase own effectiveness.• 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).• Solves highly complex or novel problems based on sophisticated analytical thought and complex judgment.• Independently develops concepts to set the professional direction of own organisational unit.• 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 considerable resource requirements, risk, and complexity, handles day-to-day staff management issues, including resource management and allocation of work.

Individual Contributor: Operates autonomously in own subject area. Can analyze, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distills big picture. Makes decisions about and prioritizes own work. Managerial/Supervisory: Clear managerial responsibilities for people. Typically first level of solid line management. Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs.Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyze situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.Communicates with parties within and outside of own job function and teams, and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors.Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Management Experience / Achieved well-advanced skills of a specific professional discipline combining deep knowledge of theory and organisational practice or expertise. Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate / postgraduate equivalent degree.

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