Customer Technical Manager

Ericsson GmbH; Riyad Al Khabra; On-site; SAR 70,000 - 110,000; Full time

Job summary

Ericsson GmbH is seeking a Customer Technical Manager in Saudi Arabia to lead local support for dedicated customers, blending technical and operational duties with team leadership. You will guide discussions on technical issues, ensure contract SLA compliance, and drive software uplift efforts with the CNS team.

The role requires a BSC in engineering and at least 5 years in telecom, with strong mobile network experience and proven leadership in cross-functional teams.

Qualifications

• Engineering BSC or equivalent required.
• Minimum 5 years of technical experience in Telecom.
• Experience in Mobile Network operations and support.

Responsibilities

• Handle and resolve customer issues, providing dedicated support.
• Lead Software Uplift activities and drive results.
• Coordinate with technical stakeholders across teams.
• Track and prioritize customer service requests.
• Analyze and troubleshoot in critical or emergency cases.
• Ensure KPI are met per SLA.
• Promote knowledge sharing sessions with stakeholders.
• Identify add-on sales opportunities and report to SDM.

Skills

Technical leadership

Telecom domain knowledge

Customer relationship

Troubleshooting

Team collaboration

Education

Engineering BSC or equivalent

Tools

OpenStack

Kubernetes

Virtual Environment

Job description

Join our Team

About this opportunity:

Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customer on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical issues.

CTM with the help of the CNS team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. Expected to be expert in their domain and have very good technical understanding to deliver contracted support services of CSR handling, Problem Management, Proactive Support, and Software Update Handling services. CTM will be closely collaborate with the customer SDM in delivering quality Support Services.

What you will do:

• Handle and resolve Customer issues, providing dedicated support.
• Deliver results & meet customer expectations, leading Software Uplift activities.
• Handle Customer and internal Stakeholders from Technical perspective, working with diverse team.
• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.
• Analyse and troubleshoot to handle and provide support in critical and Emergency cases when needed.
• Interface and interact with the relevant stockholders within organization and ensure the timely progress on Customer-service-request for Critical/ Priority cases.
• Be available to handle customer technical queries all the time and ensure timely response.
• Make constant efforts to be updated on relevant technical skills all the time.
• Secure handover from Project and ensure all the technical check points are completed.
• Promote knowledge sharing sessions with stakeholders.
• Review the relevant technical document i.e., RCA.
• Provide technical support to SDM in all respect.
• Ensure that KPIs are met according to SLA.
• Identify potential add on sales opportunities and address to the SDM.

The skills you bring:

• Education: Engineering BSC or equivalent
• Min technical experience in Telecom of 5 Years
• Working in Operating/Integrating/Supporting any of the following technology domains
• Mobile Network experience
• Technical team leading working experience.
• Evidence of excellent working relationships with customers and Working groups
• Experience in a Virtual Environment/OpenStack/Kubernetes is considered as a plus.
• Local Saudi citizens would be preferred first.

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.

Ericsson is proud to be an Equal Opportunity Employer.

Primary country and city: Saudi Arabia (SA) || Riyadh