Location: Nairobi,
Company: Ericsson
Req ID: 69885
Customer Support Manager, Hub East, RSSA
RSSA Hub, East has a vacancy for Customer Support Manager within Operations organization.
Responsibilities:
Management:
- Responsible for ensuring the correct and proper delivery of Customer Support services as specified in the Service Level Agreements (SLA) with Ericsson’s customers.
- Line management of the SDM/CTM belonging to his/her hub.
- Main point of escalation between his/her local SDM/CTM, local KAM’s, Hub Operations director, head of Customer Unit accounts, Head of CS RSSA and Head of Operations RSSA.
- Member of RSSA CS Leadership Team, and responsible to drive all decisions and directives within his/her hub.
- Play a leading role in development of CS business, pricing, commercial structures and contract negotiations.
- Monthly reporting of over-delivery CSR costs together with the SDM. Request and follow-up on cost reallocations through country Controllers and Sales SMEs.
- Check Monthly reporting of warranty costs with the allocated SDM and CS Finance controller. Request and follow-up on cost reallocations through Controllers into the warranty provisions.
- Consolidation point for Add-on Sales reporting to the Services Organization.
- Managing contract duration and expiring date’s back to back (customer and vendor contracts).
Financial:
- Monitor financial performance of delivered services to ensure that intended cost level is maintained whilst securing SLA fulfillment and customer satisfaction.
- P&L responsible for the SLA’s belonging to his/her hub, and responsible for delivering better-than-target margins.
- Analyze SDM financial management and recommend appropriate improvements to deliver higher margins.
- Responsible for Add-on sales towards his/her hub.
- Consolidate yearly SLA cost budget for his/her hub.
- Follow up sales leads with CS Business Manager, Service Account Manager (SAM) and/or Key Account Manager (KAM) to increase the customer support business and customer satisfaction.
- Identify possible CS revenues by promoting successful add-on sales from other Regions and identified opportunities within RSSA.
Operations:
- The CS Manager shall manage customer expectations and perception in order to secure customer satisfaction.
- Consolidate Customer Support evaluations for his/her hub.
- Identify common Customer satisfaction issues and drive actions to address those issues.
- Act as an escalation point for unresolved Customer satisfaction issues.
- Manage the customer’s expectations and perception of Ericsson´s delivery of the SLA in order to ensure excellent Customer Satisfaction.
- Together with his/her SDM/CTM team secure proper coordination and cooperation with the Tier1 teams.
- Ensure that escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.
- Secure that Incident Reporting is performed according to Service Level Agreement after emergencies for his/her hub.
- Conduct SDM/CTM Certification assessments as PA CS representative.
- Act as a coach and mentor for Experienced SDM/CTM.
- Drive and secure implementation of functional changes of SDM/CTM roles in RSSA as directed by PA CS.
- Identify Support contract efficiencies which can be applied across RSSA to improve overall contract delivery.
- Participate in a Monthly Global SDM forum to identify ‘Best Practices’ from Regions which can be implemented within other Regions.
- Encourage SDM/CTM to discuss Customer Unit Account issues identified in other Regions and to participate in Global CU meetings.
Qualification Requirement
- Minimum Bachelors’ degree in Engineering
- Business understanding with a service focused mindset
- Customer Support understanding and market trends.
- Proven track record of line management of technical teams.
- Strong business and financial awareness to understand business implications.
- Ability to develop and drive value argumentation towards the customer at all levels.
- Strong consultative approach
- Capability to drive change, leading people and sharing knowledge
- Previous experience as support manager.
- Excellent financial knowledge
- Proven ability to deliver committed goals on time, under budget and with better than target margins
- Ability to interact with customers/Ericsson C-level.
- Advanced skills in managing SLAs, understanding portfolio and relationship to service delivery and being able to handle situations when customer demands services outside scope of contract.
- Good leadership & communication capabilities.
- Very good knowledge and understanding of applicable parts of Ericsson´s services product portfolio and delivery processes.
- Good knowledge of products and systems in the customer’s network.
- Good knowledge and understanding of the customer’s business situation.
- Excellent Customer Relationship Management skills.
- Fluency in French and English.
Reports to:
Functional Reporting to Head of Customer Support
Line Reporting to Hub Operations Director.
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