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Support

1 JOB TITLE

System Expert/General Manager Customer Support

2 POSITION, EGI/D/E

EGI/D/E Belongs to EGI/D within Customer Support.

3 REPORTS TO

CA Manager

4 Occupational Competence

4.1.1

Systems and Products

Have excellent customer handling skills.

Ability to actively and professionally participate indiscussions with customers internal and external at alllevels.

Has a broad and deep knowledge of manysubsystems.

Has a very good knowledge of product developmentprocess from beginning to end.

Has an excellent knowledge of test techniques,methodology and test tools.

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Is able to provide input to design (process) to reducethe incident of faults.

Is able to solve complex problems spanning severalsubsystems or at a source system level both for

switching and/or complimentary products.

Has excellent oral and written communication skills.

4.1.2 Systems Support

System Expert requirements:

Ability to manage and co-ordinate networkinvestigations at a highest technical level and tocustomers expectations.

Ability to identify the root cause of faults and offereffective long term solutions within critical timeframes.

Ability to independently conduct test analysis atsystem level.

Ability to serve on technical committees.

Ability to debate complex technical matters.

Ability to independently write and implementcorrections to complex faults.

4.2 General Competence

4.2.1 Knowledge of Ericsson

Good understanding of organizational structure,working methods and procedures - Division andCompany level.

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Good understanding of the long and short termobjectives of own unit and the Division.

Very good knowledge of Ericsson products andproduct functional demands.

Very good knowledge of Ericsson quality process.

Very good knowledge and experience of interfaceswith the customer.

Very good contact of Ericsson Design organizations.

4.2.2 Knowledge and Skills in Related Areas.

Broad range of knowledge in several areas, thoroughknowledge of computer software including real-timesystems, data communications, function testexperience, customer service experience, projectleadership, technical experience, normally acquiredthrough at least a minimum of ten years relatedexperience which includes seven years of telephonyexperience or equivalent experience for

complimentary products.

A good knowledge of quality demands and systems.

Very good knowledge of facilities and demands forgood customer service.

Ability to participate as a technical adviser incustomer discussions and at technical committees.

4.2.3 Education

Masters/Bachelor in Computer Science, Electrical orElectronic Engineering or equivalent experience.

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4.2.4 Experience

Minimum ten years of relevant experience of which atleast nine years must have been spent working onEricsson AXE Systems and/or complimentary products in

support and/or system verification environment.

4.2.5 Social Competence

Open minded, positive with a flexible attitude andwilling to work in teams of diverse professional andcultural background.

Very good skills in oral and written communication.

Excellent interpersonal skills.

Well organized, methodical and careful.

Reliable, conscientious and patient.

Self motivated and works well under pressure.

Strong customer orientation.

Ability to prioritize work and problems for timelydelivery of solutions.

Ability to plan own work to meet assigned schedulesand targets.

Ability to develop and give effective technicalpresentations within own unit, other Ericssonorganizations and to customers.

Ability to supervise ( direct/guide as appropriate)engineers during fault investigations.

Ability to contribute effectively to a developmentteam.

Has a positive influence on other people regardingattitude and working climate.

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Ability to transfer technical competence at thehighest level.

Adapts to meet customer requirements in addition toidentifying and introducing changes in order to meet

the future requirements of the Ericsson business.

Motivates and empowers individuals to takeresponsibility and develop their skills for the benefit ofthe business.

Proactively co-operates and interacts with colleaguesacross the organization and encourages staff todevelop a team orientated approach to work.

5 Job Description

5.1 Principal Tasks and Responsibilities

A System ExpertGeneral Manager maintains a highprofile in the organization and is widely recognized as thehighest technical leader in his /her field.

A System ExpertGeneral Manager:

Maintains up-to-date knowledge of developments inhis/her field.

To supervise and manage a small team of supportengineers for daily co-ordination of support andsupply activities

Continuously improves the products and processeswithin his/her control.

Uses his/her extensive knowledge to providetechnical advice to support engineers, testers andmanagers and other units within the organization.

Carry out proactive on-site investigations withassistance where required from customer,supervising the customer and/ or Ericsson staff.

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Be able to carry out all activities in customer supportwithout supervision or guidance.

Actively contribute to the continuous improvementprocess and culture by, for example changing

behaviour and identifying and implementingimprovements to processes and activities.

Promote a proactive attitude to the customer andtake an attitude of ownership of their network and itsproblems.

Be capable of assimilating new concepts andprocedures quickly and accurately.

Be capable of identifying, writing, testing,documenting and implementing corrections that addfunctionality or changes to the functionality.

Be able to add value to Trouble Reports, by furtherinvestigation of problems, improving problemdescriptions, proposing solutions to Design, andgiving advice on investigative actions which thecustomer may carry out.

Transfer trouble-shooting competence in Supportand Supply process.

Performs detailed feasibility and pre-study forrequests of new or changed functionalitys accordingto customers requirements.

Should be able to use tools like SMS & KCS(Primus).

5.2 Authority Level

Ensures that quality plan is followed by staff underhis/her supervision.

Take decisions prescribed in the methodology.

Lead a team for network investigation and problemsof complex nature.

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Recommends and takes decisive, timely action forproblems of Emergency nature.

Takes technical decisions with the aim of providingtechnical recommendations to technical issues.

5.3 Training

The System ExpertGeneral Manager should passthrough the various activities within the Department aspart of the overall training plan.

Though Competence Development Plan is referred forsuggested training paths but depending upon the

individual function, the following technical trainings orequivalent are recommended:

AXE Survey

AXE Operation & Configuration

GSM AXE 810 Maintenance

GSM System Survey

WCDMA System Overview

GPRS System Survey

GSM MSC VLR Configuration

GSM BSC Operation

GSM Signalling in the Core Network

APG 40 Installation and Configuration

APG 40 O&M

AXE Testing 2

TCP/IP

Unix

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SMS & KCS (Primus)