Job Description:
Responsible for technical support activities and SLA to customer.
Roles & Responsibilities:
Responsible for system integration for installed systems including OEM.
Formulate deadlines for all projects and ensure deadlines and compliance.
Provides onsite support and technical advice.
Ensure prompt and accurate completion of all service requests by customers.
Research and resolve service issues and implement solutions Facilitate Customer resolution for escalated calls and engage the necessary technical support. Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied.
Technical instructor on equipment for staff and customers within the region. (Only when certified by Ceragon as an instructor).
Responsible for Network optimization and performance for customers ensuring KPI values are held.
Analyze all incoming requests from customers and adequately provide resources for solutions while ensuring customer priority is upheld and KPI are met.
Continuously Identify and highlight best practices in support management through activities and relay process method recommendations to direct manager.
Responsible for managing all NOC services.
Ensure quality of service delivery commitment in SLA/MLA is met.
Compile reports on SLA targets, numbers and types of request, communicating findings to the line manager and to respond to any further requests for data that are required for analysis.
Provide technical support to project team, sales team and customers.
Handle repair and return services for faulty units (RMA) in accordance with individual customer(s) agreement.
ROLLOUT MANAGER PROJECTS/ SURPPORT:
Confirm with relevant project/support manager on open SLA to customers before rollout.
Provide support to Subcontractors during / after installation when required and in line with SLA per customer.
Reporting:
Closely cooperate with Project / Support Manager.
Closely cooperate with Planner and the Technical Manager.
(a) Report Bi-weekly to Customer’s Project Managers during ongoing support.
(b) Submit Status Progress report.
Reporting on Inside:
Provide Engineering & Configuration data on INSIDE.
Update milestones on INSIDE.
Generate report from INSIDE.
Competencies:
Very good knowledge of Microwave radio relay systems in general.
Very good knowledge of Ceragon’ s products and services.
Fluency in English written and oral, preferable knowledge of second foreign language.
IT literacy, Windows, MS Office, Lotus Notes.
Good knowledge of PathLoss and other design tools.
Customer and business orientation.
Ability to work in multicultural environment.
Relevant telecommunication certifications e.g (DMRR, LOS, line of sight survey, Planning.
Ability to get general overview and coordinate activities
Initiative/pro-active, respective to identification of business opportunities and technical challenges.
Ability to work and deliver under pressure.
Fluency in English written and oral, preferable knowledge of second foreign language.
Ability to work in multicultural environment.
Supervisory Responsibility:
This position has no direct supervisory responsibilities.
Work Environment:
This job operates in a professional office and field environment, with the flexibility of working from other locations.
This role routinely uses standard office equipment such as computers, phones, photocopiers, ERP tools, e.g oracle, inside. Other field tools are also utilized.
Travel:
This position requires up to 50% travel. Frequently travel is outside the local area and overnight.
Job Requirements:
Required Education and Experience:
Three to five plus years of technical experience in telecommunication with a minimum or three years of relevant progressive experience.
Relevant higher technical education or Master/Bachelor of Science.
Preferred Education and Experience:
Certification and experience in microwave radio installation.
