Customer Technical Manager

Ericsson; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Ericsson in Riyadh, Saudi Arabia is seeking a Customer Technical Manager to oversee Local Support operations for a key customer. You will lead technical discussions, coordinate with the CNS and SDM teams, and ensure delivery of CSR handling, problem management, proactive support, and software update services.

You will manage a small team, promote knowledge sharing, review RCA documentation, and ensure KPIs align with SLA. Local telecom expertise and cloud tech experience are a plus.

Qualifications

• Engineering degree required (BSC or equivalent).
• Minimum 5 years telecom experience and strong technical background.
• Proven ability to lead a technical team and manage customer relationships.
• Experience with mobile network environments and cloud technologies (OpenStack/Kubernetes) a plus.

Responsibilities

• Handle and resolve customer issues, providing dedicated support.
• Lead software uplift activities and ensure delivery of commitments.
• Coordinate with stakeholders from technical perspective across teams.
• Monitor service requests and prioritize issues to meet SLA expectations.
• Analyze problems and provide timely technical guidance during critical incidents.

Skills

Telecom experience

Technical leadership

Mobile network

Customer relations

Kubernetes/OpenStack

Saudi citizen

Education

Engineering BSC or equivalent

Job description

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.

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.

Primary country and city

Saudi Arabia (SA) || Riyadh