Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

 

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

 

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. 

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.

• Shares initial ideas for professional direction of own organisational unit.

• Acts as a professional advisor and mentor for staff / workteam / taskforces.

• May lead technical projects with manageable risks and resource requirements or small teams.

• Provides working leadership and training to less experienced personnel.

• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis. 

• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.

• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.

• Interacts with customer for complex cases, providing workarounds, etc.

• Ensures SLAs are met for escalated cases.

• Leads the Root Causes Analysis (RCA) analysis and report creation.

• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.

• Supports technical activities in early product phases (releases, pilots, trials and early projects).

• Creates and approves knowledge articles (author, reviewer, approver, coach).

• Communicates internally and externally with customers, R&D and 3rd party vendors.

• Creates technical documents and guidelines.

• May work as a key user for care tools.

• Performs system level product competence training and knowledge transfer across team.