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

Accountable for quality and accuracy of own output. Errors may have limited impact on function/project/customer. Delivers own output according to specific operational targets. 

Scope & Contribution

Individual Contributor: Participates as individual contributor to team, usually in a support role or entry level professional. Semi - routine or standard tasks. Decision making limited to standard applications in own work. Managerial/Supervisory: 

Innovation

Most work carried out according to procedures. Operates within guidelines for non-standard situations. Requires supervision and coaching from SLM or peers. Gathers relevant information to support problem solving and decision making.

Communication

Obtains and provides information to external or internal parties. Communicates information within the team in an understable way.Sometimes requires ability to influence team members of own job area on policies, practices and proceduresUnderstand facts, practices, policies, etc. to external and internal parties

Knowledge & Experience

No experience required. Basic educational knowledge. Degree or equivalent.

 

. Supervise the laboratory team.
. Support the team in controlling the hours worked.
. Analyze the team's productivity figures.
. Support management with an action plan for improvements.
. Maintain the laboratory's performance within the target.
. Plan component replacement.

. Receives requests from customers or customer representatives for the Nokia portfolio of Care services and commercial warranty support. 
. Assigns and routes requests efficiently to the proper service delivery workgroups. 
. Works within a variety of guidelines, standard operating procedures and / or technical methods.
. Identifies problems and related issues in straightforward situations and assesses these using standard procedures.
. May provide informal guidance and support to colleagues with less experience.