Support Engineer - Hardware Support

Ericsson GmbH; Pune District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Ericsson in Pune, India is seeking a seasoned Support Engineer to resolve complex hardware issues within the Service & Repair (S&R) function. You will drive SLA performance and ensure seamless Repair & Return operations, collaborating with customers and cross-functional teams to uphold quality across Radio and Core hardware portfolios.

You will apply hands-on hardware analysis, RnR processes, and strong communication to manage customer expectations and deliver efficient resolutions in a

Qualifications

• BE / B.Tech or equivalent in an engineering discipline is required.
• 6+ years of hands-on experience in hardware support, service & repair, or a related field.
• Solid knowledge of the Ericsson HWS portfolio, including Radio and Core hardware technologies.
• Experience with Ericsson Repair & Return (RnR) processes, including RMA and SFN creation.
• Familiarity with L3 Warehouse operational processes.
• Hands-on experience with faulty hardware analysis—packaging assessment, visual inspection, and fault identification.
• Strong presentation and communication skills, with the ability to engage confidently with customers and diverse stakeholder groups.

Responsibilities

• Handle and resolve customer hardware issues end-to-end, ensuring timely closure and high customer satisfaction.
• Deliver against SLA targets and consistently meet or exceed customer expectations.
• Manage relationships with customer teams and internal stakeholders from an RnR perspective.
• Participate in operational review meetings and represent Ericsson's interests constructively.
• Resolve RnR discrepancies with customers in a professional and efficient manner.
• Track ongoing customer RMA requests and drive timely resolution.
• Analyse scrap pictures and generate accurate weekly reports.
• Prepare monthly hardware reconciliation reports for internal and customer review.
• Monitor and track standard packaging compliance, No Fault Found (NFF) cases, and Field of Action (FOA) items.
• Stay updated on new hardware deployed in customer networks to ensure relevant, current support.

Skills

Hardware support

RnR processes

L3 Warehouse

Stakeholder management

Communication skills

Education

BE / B.Tech or equivalent in engineering

Tools

PQAT

CCI portals

Job description

Join our Team

About this opportunityJoin Ericsson as a Support Engineer within the Service & Repair (S&R) function, specialising in the Hardware Support (HWS) domain. In this role, you will be at the forefront of resolving complex hardware-related customer issues, driving SLA performance, and ensuring seamless Repair & Return (RnR) operations. You will work closely with customers, internal stakeholders, and cross-functional teams to uphold Ericsson's commitment to quality and reliability across Radio and Core hardware portfolios. This is an opportunity to apply your technical expertise in a globally connected environment where your contributions directly impact network performance for operators around the world.

What you will bring

• BE / B.Tech or equivalent degree in a relevant engineering discipline
• 6+ years of hands-on experience in hardware support, service & repair, or a related field
• Solid overall knowledge of the Ericsson HWS portfolio, including Radio and Core hardware technologies
• Proven experience with Ericsson Repair & Return (RnR) processes, including RMA and SFN creation
• Working knowledge of L3 Warehouse operational processes
• Hands-on experience with faulty hardware analysis — packaging assessment, visual inspection, and fault identification
• Familiarity with PQAT and CCI portals
• Strong presentation and communication skills, with the ability to engage confidently with customers and diverse stakeholder groups
• A collaborative, consultative mindset with effective negotiation skills
• Ability to build and maintain productive relationships with customer working groups across functions

You will do

Customer & Stakeholder Management

• Handle and resolve customer hardware issues end-to-end, ensuring timely closure and high customer satisfaction
• Deliver against SLA targets and consistently meet or exceed customer expectations
• Manage relationships with both customer teams and internal stakeholders from an RnR perspective
• Participate in operational review meetings and represent Ericsson's interests constructively
• Resolve RnR discrepancies with customers in a professional and efficient manner

Operational Excellence

• Track ongoing customer RMA requests and drive timely resolution
• Analyse scrap pictures and generate accurate weekly reports
• Prepare monthly hardware reconciliation reports for internal and customer review
• Monitor and track standard packaging compliance, No Fault Found (NFF) cases, and Field of Action (FOA) items
• Stay updated on new hardware deployed in customer networks to ensure relevant, current support

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: India (IN) || Pune