Coordinate and dispatch field engineers to resolve telecom customer incidents, manage events/problems/orders, communicate status to customers, and ensure SLA compliance. Assess site issues, schedule site visits per access agreements, assign appropriate field resources, and escalate blockers to higher-level teams.
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About this opportunity:
We at Ericsson are excited to present this opportunity for an Field Dispatch Engineer. This role is critical to our operations, filled with responsibilities that aim to ensure our customers continuously enjoy services performing at utmost efficiency. We are now looking for a Field Dispatch Engineer who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators' customers are continuously available and performing to Service Level Agreement (SLA) performance levels. You will also be responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators' customers). It is also responsible for customer affecting problems detected by other processes or through analysis, including informing the customer and resolving these specific problems to the customer's satisfaction. Within Field dispatch function, the responsibility of the executive will be to ensure all the tickets assigned to field services are dispatched to the appropriate field engineer for site visit and any blocker identified while doing so is highlighted to the next level teams to resolve. The executive is required to assess the issue reported on the site detailed within the description, review the process and procedure associated with the site visit, Contact the point of contact in the UK to gain permission for the Ericsson Field engineer to visit the site on a chosen date and time as per the site access agreement mentioned on the tools, identify and assign the task to the best suitable Ericsson Field engineer to visit the site.
What you will do:
The skills you bring:
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Bangalore
Req ID: 786567
About this opportunity:
We at Ericsson are excited to present this opportunity for an Field Dispatch Engineer. This role is critical to our operations, filled with responsibilities that aim to ensure our customers continuously enjoy services performing at utmost efficiency. We are now looking for a Field Dispatch Engineer who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators' customers are continuously available and performing to Service Level Agreement (SLA) performance levels. You will also be responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators' customers). It is also responsible for customer affecting problems detected by other processes or through analysis, including informing the customer and resolving these specific problems to the customer's satisfaction. Within Field dispatch function, the responsibility of the executive will be to ensure all the tickets assigned to field services are dispatched to the appropriate field engineer for site visit and any blocker identified while doing so is highlighted to the next level teams to resolve. The executive is required to assess the issue reported on the site detailed within the description, review the process and procedure associated with the site visit, Contact the point of contact in the UK to gain permission for the Ericsson Field engineer to visit the site on a chosen date and time as per the site access agreement mentioned on the tools, identify and assign the task to the best suitable Ericsson Field engineer to visit the site.
What you will do:
- Customer event management
- Customer incident management
- Customer problem management
- Customer order handling
The skills you bring:
- Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
- Minimum years of experience: 1-4 years' experience of deploy system test and lead testing team.
- Domain experience: area of expertise - (Telecom basics, Incident management, WFM, Remedy)
- Knowledge of Managed Service telecom operations practice
- Knowledge sharing and collaboration skills
- Ericsson knowledge
- English speaking skills
- Delivering results & meeting customer expectations
- Analyzing
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Bangalore
Req ID: 786567
Ericsson Pune, Mahārāshtra, IND Office
Ericsson Pune Hub Office
Established IT zone near Viman Nagar with good airport access. Surrounded by cafes, housing and retail, offering a comfortable city lifestyle with a slightly slower pace than larger metros.
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What you need to know about the Pune Tech Scene
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