About this opportunity:
The Customer Technical Manager (CTM) is responsible for managing local support operational and technical issues for a dedicated customer on a daily basis. This role combines technical and operational responsibilities along with team leadership, requiring the CTM to possess strong technical competencies to facilitate customer discussions regarding technical issues.
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The CTM, in collaboration with the CNS team, will work to provide solutions to problems reported by customers according to established processes and contracted Service Level Agreements (SLAs). The CTM is expected to be an expert in their domain with a solid technical understanding to deliver contracted support services including CSR handling, Problem Management, Proactive Support, and Software Update Handling services. The role necessitates close collaboration with the Customer Service Delivery Manager (SDM) to ensure the delivery of quality support services.
What you will do:
- Handle and resolve customer issues, providing dedicated support.
- Deliver results and meet customer expectations while leading Software Uplift activities.
- Manage customer and internal stakeholders from a technical perspective, collaborating with diverse teams.
- Track ongoing customer service requests and ensure that concerns are addressed with the appropriate priority.
- Analyze and troubleshoot critical and emergency cases when necessary.
- Interact with relevant stakeholders within the organization to ensure timely progress on critical/prioritized customer service requests.
- Be available to handle customer technical queries at all times and ensure timely responses.
- Continually update technical skills to remain relevant.
- Secure handover from projects and ensure all technical checkpoints are completed.
- Promote knowledge sharing sessions with stakeholders.
- Review relevant technical documents such as Root Cause Analysis (RCA).
- Provide technical support to the SDM in all aspects.
- Ensure that KPIs are met in accordance with SLA.
- Identify potential sales opportunities and address them to the SDM.
The skills you bring:
- Education: Engineering B.Sc. or equivalent.
- Minimum of 5 years technical experience in telecommunications.
- Experience working in operating, integrating, or supporting technology domains.
- Mobile network experience.
- Technical team leadership experience.
- Proven ability to establish excellent working relationships with customers and working groups.
- Experience in Virtual Environment/OpenStack/Kubernetes is considered a plus.
- Preference for local Saudi citizens.
Additional Information:
- Primary country and city: Saudi Arabia (SA) || Riyadh
- Req ID: 791969
