Field Dispatch Engineer

About this opportunity:

We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators’ customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

You will also be responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators’ customers). It is also responsible for customer affecting problems detected by other processes or through analysis, including informing the customer and resolving these specific problems to the customer's satisfaction. Within Field dispatch function, the responsibility of the executive will be to ensure all the tickets assigned to field services are dispatched to the appropriate field engineer for site visit and any blocker identified while doing so is highlighted to the next level teams to resolve. The executive is required to assess the issue reported on the site detailed within the description, review the process and procedure associated with the site visit, Contact the point of contact in the UK to gain permission for the Ericsson Field engineer to visit the site on a chosen date and time as per the site access agreement mentioned on the tools, identify and assign the task to the best suitable Ericsson Field engineer to visit the site.

Responsibilities:

Customer event management

Customer incident management

Customer problem management

Customer order handling

Key Qualifications:

Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)

Minimum years of experience: 3-5 years’ experience of deploy system test and lead testing team.

Domain experience: area of expertise – (Telecom basics, Incident management, WFM, Remedy)

Knowledge of Managed Service telecom operations practice

Knowledge sharing and collaboration skills

Ericsson knowledge