Alcatel-Lucent Maintenance Service Manager (Care Manager) in Mumbai, United States
Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Maintenance Service Manager
The MSM is accountable for execution of the Maintenance Services with performance according to contracted SLA and ensuring customer satisfaction. It has a Business and Customer Service focus. The MSM serves as formal point of contact for all issues related to contract execution.
The MSM will work closely with the various customer organizations to support the customer's network, equipment, and operations. Will leverage the support of virtual teams of CTA, CTS, RESO teams in the delivery of maintenance contract towards the customer. The Maintenance Service Manager ensures specific entitlements to maintenance services are conducted in an efficient, accurate, cost-effective, timely, and customer-friendly manner.
A strong background in ION products (Optics and IP) is required.
Key responsibilities / functions *
A prime customer facing role responsible for maintenance contractual engagements
Cares entitlement specific to the project. Accuracy of data in platforms (e.g. CARES, etc.), which contain information (e.g. maintenance contracts, OEM Suppliers, etc.) pertinent to maintenance business services.
Monitor critical issues and ensure they are being addressed/worked
Audit the profit and loss of maintenance service business contracts.
Contract opportunity support
Drive contract renewals and/or up-scopes through a close working relationship with the Customer Account teams.
Support the Customer Account Manager in claims (e.g. penalties) & billing disputes.
Assist the Customer Account Manager in contract quotation involving maintenance business services.
Update customer as needed and escalate internally as required.
Participate customer meeting to address issues and develop plans.
Coordinate investigations and technical solutions, as required, across multiple internal teams.
Lead Maintenance Contract implementation as per the deliverables agreed in the maintenance contract.
Single point of contact towards the customer for all maintenance contractual issues
Working together with the CTS (Customer Technical Support Team) or CTA (Customer Technical Advocate) for technical related activities.
Manage Repair & Exchange Services (Return for Repair, Advanced Exchange) with the support of RESO
Monitor contract performance via SLA s and conduct regular maintenance service reviews with the customer
CARES entitlement, accuracy, tracking, reports
Has the responsibility of cost allocation and monitoring the overall profitability (P&L) of the maintenance contract
Proactive leadership for all maintenance renewal opportunities and interworking with Service Tendering, IPR&T BDM, APAC RBC PLM, KAM/CAT and the Customer.
Ensures timely Maintenance renewals for improved annuity revenue stream
Required Qualifications: *
Minimum of 4 year degree in engineering and at least 10 years customer facing project management or network operations experience in the telecommunications field
Organizational/Management Skills: *
Should be able to engage with middle to senior managers within the customer organization
Strong interpersonal skills to coordinate with many ALU organizations to gather data and drive results
Expert process orientation, planning and critical thinking skills
Expert Negotiation, Communication & Presentation skills
Leadership and Management skills required;
A seasoned team player
Prior experience in costing, pricing and coordinating network maintenance services is preferred
Ability to multitask, manage aggressive timelines and set appropriate project priorities
High attention to details and ability to manage and organize high data volumes
Good working knowledge of CARES
Strong computer skills including /Excel/PowerPoint required
Desired Qualifications & Experience: *
Product knowledge of the IP Transport and Routing portfolios is a must.
An understanding of the Customer Network Operations business and environment is preferable
Experience in Maintenance Services delivery in the role of a Senior Technical Support Engineer, Customer Technical Advocate or similar functions will be preferred.
Experience in Repair and Exchange Service is preferable.
Familiarity with financial concepts, management, and controls
Ability to work in diverse teams and on different levels
Strong cross-organizational leadership skills for driving resolution of complex customer issues.
Project management skills in planning and organizing, information integration, decision making, risk management and CIP (Customer Implementation Process) will be a bonus.
Job: fALU Customer Project Management
Primary Location: India-India-Maharashtra-Mumbai
Req ID: 1700000F21