Support

JOB TITLE

System Expert/General Manager Customer Support

POSITION, EGI/D/E

EGI/D/E Belongs to EGI/D within Customer Support.

3
CA Manager

REPORTS TO

4
4.1.1

Occupational Competence

Systems and Products Have excellent customer handling skills. Ability to actively and professionally participate in discussions with customers internal and external at all levels. Has a broad and deep knowledge of many subsystems. Has a very good knowledge of product development process from beginning to end. Has an excellent knowledge of test techniques, methodology and test tools.

Is able to provide input to design (process) to reduce the incident of faults. Is able to solve complex problems spanning several subsystems or at a source system level both for switching and/or complimentary products. Has excellent oral and written communication skills.

4.1.2

Systems Support System Expert requirements: Ability to manage and co-ordinate network investigations at a highest technical level and to customers expectations. Ability to identify the root cause of faults and offer effective long term solutions within critical time frames. Ability to independently conduct test analysis at system level. Ability to serve on technical committees. Ability to debate complex technical matters. Ability to independently write and implement corrections to complex faults.

4.2

General Competence

4.2.1

Knowledge of Ericsson Good understanding of organizational structure, working methods and procedures - Division and Company level.

Good understanding of the long and short term objectives of own unit and the Division. Very good knowledge of Ericsson products and product functional demands. Very good knowledge of Ericsson quality process. Very good knowledge and experience of interfaces with the customer. Very good contact of Ericsson Design organizations.

4.2.2

Knowledge and Skills in Related Areas. Broad range of knowledge in several areas, thorough knowledge of computer software including real-time systems, data communications, function test experience, customer service experience, project leadership, technical experience, normally acquired through at least a minimum of ten years related experience which includes seven years of telephony experience or equivalent experience for complimentary products. A good knowledge of quality demands and systems. Very good knowledge of facilities and demands for good customer service. Ability to participate as a technical adviser in customer discussions and at technical committees.

4.2.3

Education Masters/Bachelor in Computer Science, Electrical or Electronic Engineering or equivalent experience.

4.2.4

Experience Minimum ten years of relevant experience of which at least nine years must have been spent working on Ericsson AXE Systems and/or complimentary products in support and/or system verification environment.

4.2.5

Social Competence Open minded, positive with a flexible attitude and willing to work in teams of diverse professional and cultural background. Very good skills in oral and written communication. Excellent interpersonal skills. Well organized, methodical and careful. Reliable, conscientious and patient. Self motivated and works well under pressure. Strong customer orientation. Ability to prioritize work and problems for timely delivery of solutions. Ability to plan own work to meet assigned schedules and targets. Ability to develop and give effective technical presentations within own unit, other Ericsson organizations and to customers. Ability to supervise ( direct/guide as appropriate) engineers during fault investigations. Ability to contribute effectively to a development team. Has a positive influence on other people regarding attitude and working climate.

Ability to transfer technical competence at the highest level. Adapts to meet customer requirements in addition to identifying and introducing changes in order to meet the future requirements of the Ericsson business. Motivates and empowers individuals to take responsibility and develop their skills for the benefit of the business. Proactively co-operates and interacts with colleagues across the organization and encourages staff to develop a team orientated approach to work.

5
5.1

Job Description
Principal Tasks and Responsibilities

A System ExpertGeneral Manager maintains a high profile in the organization and is widely recognized as the highest technical leader in his /her field. A System ExpertGeneral Manager: Maintains up-to-date knowledge of developments in his/her field. To supervise and manage a small team of support engineers for daily co-ordination of support and supply activities Continuously improves the products and processes within his/her control. Uses his/her extensive knowledge to provide technical advice to support engineers, testers and managers and other units within the organization. Carry out proactive on-site investigations with assistance where required from customer, supervising the customer and/ or Ericsson staff.

Be able to carry out all activities in customer support without supervision or guidance. Actively contribute to the continuous improvement process and culture by, for example changing behaviour and identifying and implementing improvements to processes and activities. Promote a proactive attitude to the customer and take an attitude of ownership of their network and its problems. Be capable of assimilating new concepts and procedures quickly and accurately. Be capable of identifying, writing, testing, documenting and implementing corrections that add functionality or changes to the functionality. Be able to add value to Trouble Reports, by further investigation of problems, improving problem descriptions, proposing solutions to Design, and giving advice on investigative actions which the customer may carry out. Transfer trouble-shooting competence in Support and Supply process. Performs detailed feasibility and pre-study for requests of new or changed functionalitys according to customers requirements. Should be able to use tools like SMS & KCS (Primus).

5.2

Authority Level Ensures that quality plan is followed by staff under his/her supervision. Take decisions prescribed in the methodology. Lead a team for network investigation and problems of complex nature.

Recommends and takes decisive, timely action for problems of Emergency nature. Takes technical decisions with the aim of providing technical recommendations to technical issues.

5.3

Training

The System ExpertGeneral Manager should pass through the various activities within the Department as part of the overall training plan. Though Competence Development Plan is referred for suggested training paths but depending upon the individual function, the following technical trainings or equivalent are recommended: AXE Survey AXE Operation & Configuration GSM AXE 810 Maintenance GSM System Survey WCDMA System Overview GPRS System Survey GSM MSC VLR Configuration GSM BSC Operation GSM Signalling in the Core Network APG 40 Installation and Configuration APG 40 O&M AXE Testing 2 TCP/IP Unix

SMS & KCS (Primus)