Expert Engineer/Mobile Customer Support and Special Events (UAE National)

The Expert Engineer/Mobile Customer Support and Special Events role focuses on coordinating all activities related to special events and ensuring the timely integration of mobile sites. This position involves close collaboration with customers and relevant teams to resolve mobile coverage complaints, making it a vital part of improving customer experience in the telecommunications sector.

Responsibilities:

• Emiratization role; must be a UAE National.
• Coordinate all activities related to the installation and commissioning of mobile sites for special events.
• Work closely with the Customer Experience Team on special events and customer complaints by providing technical support for mobile network coverage issues.
• Monitor the development of mobile sites associated with customer complaints.
• Document, log, and resolve customer complaints related to mobile coverage.
• Support in the provisioning of customer approval documentation.
• Generate various reports on customer complaints for management review.
• Facilitate the resolution of issues between customers and technology teams affecting the mobile customer experience.
• Stay updated on new technologies and developments in the mobile customer experience field.
• Manage site surveys, installation, integration, and commissioning of repeaters and indoor coverage solutions to enhance network performance.
• Handle escalations and ensure rapid resolution of VIP customer complaints.
• Prepare technical reports and communicate updates to customers and management.
• Evaluate new technology and recommend the best solutions to improve customer mobile coverage.
• Support network upgrade, expansion, and modernization projects.

Qualifications:

• Strong knowledge of mobile network technologies including 2G, 3G, 4G, 5G, Radio Access Network architecture, and microwave transmission systems.
• Understanding of power systems used in telecom sites including generators, battery backup systems, rectifiers, UPS, and DC systems.
• Skills in team leading and influencing, tendering, technical evaluation, and negotiation.
• Knowledge of telecom products and services.
• Project management skills and networking/relationship-building abilities.
• Proficiency in statistical and operational reporting and analysis.
• Strong performance and workforce management skills.
• Familiarity with engineering/manufacturers’ manuals, standards, and procedures, as well as contractor/supplier relationship management.