**Mexico** **(Hybrid)** ***
**Position Description**
You will provide system level pre & post-sales for Nokia Optical NMS customer base. You will be able to manage customer calls. testing, troubleshooting and provide remote technical support for Nokia Optical products. Concepts about fiber optic transport and switching protocols are highly recommended and also experience with network management system platforms (KVM, VMWare).
**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, optimizing, 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.
**RESPONSIBILITIES**:
- Provide remote technical support on Optical NMS products and networks to a global customer base. It includes isolating issues within a customer DWDM / OTN / SDH network and guiding the customer on how to rectify the problem (s) identified, amongst several other things through NMS platform.
- Optical NMS product family WS NOC, WS Planner, WS H&A, WS SE, NFM-T)
- Optical NMS product legacy family (1350 OMS, 135x)
- This professional is also responsible for ensuring that defined processes update work records (Sales Force Cases) associated with each issue and that all metrics relative to the contractual commitments are, at the very least, met or exceeded.
- Create and maintain customer relationships on a day-to-day basis. Maintain a high level of customer satisfaction by providing services fully compliant with the SLA.
- Provide remote technical support to all customers on NMS platforms and networks via telephone. On some occasions, travel may be required on short notice.
- Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia.
- For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
- Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Nokia processes.
- Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
- Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
- 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 organizational unit.
- Acts as a professional advisor and mentor for workteam.
- May lead projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues including resource management and allocation of work.
- Manages day-to-day operational performance, workload and efficiency of the team.
- Ensures that optimised resources based on business demand are continuously available: people, tools, working material and lab.
- Ensures the skills of the entire team are identified and tracked. Is responsible for the teams' readiness while developing competencies with appropriate trainings.
- Ensures Care processes adherence and track the team KPIs for continuous improvement.
- Manages customer satisfaction surveys issues and other external / internal feedback in the right manner.
- Ensures quality of service delivered by the team through monitoring quality performance and defining efficient corrective and preventive actions.
- Complies with the requirements as per the process roles.
- Supports Care customer interfaces by providing right competences (EG for Global Welcome Centre (GWC) processes, tools, quality systems), whenever required.
- Is responsible for career development of the team members.
- Facilitates and promotes collaboration and knowledge sharing.
- Is responsible for or contribute towards (based on Mode of Operations) successful delivery of Care Phase (
