LTE and 5G Product Support Specialist (PLM) - JS 6

Job Description

JOB SUMMARY

A Customer Engagement and Support product specialist is responsible for providing expert 4G and 5G RAN technical support for pre and post GA customer solutions. In this role, you will act as the field facing representative of the Business Unit. You will be called to engage directly with designers from the different stake holder's internally in an effort to help isolate faults and provide them with a broader understanding of how our customers are using Ericsson RAN products and features in the field. You will build your competence on the job by supporting troubleshooting aspects of key development projects, and early engagements in preparation to do the same when supporting our regional teams on field product issues from some of the world’s largest commercial deployments. Within a Global team, you will collaborate as one, with a can-do attitude and a customer-centric, engineering focused culture. You will interact with regional Ericsson Services Professionals, groups within the Service Delivery organization (Customer Units and Emergency Recovery Teams), other CES Product Support hubs globally , and our end customers on issues related to site engineering, configuration, nodal (eNB/gNB) and network/product faults (Software and/or Hardware).

With the implementation and deployment of 4G and 5G, the supported solutions make use of numerous technologies which add complexity but also interesting challenges to the support specialist responsibilities. The support specialist is exposed and involved with latest solutions/products/features deployment and support such as 5G HB/MB/LB NR (SA & NSA), DSS/ESS, VoLTE, RDS (Radio Dot System), Carrier Aggregation CAT-M/NB-IoT AAS/M-MIMO, VRAN, Street Macro, etc.). The position is in Ericsson Canada in Ottawa, in one of Ericsson’s 4G5G Research and Development sites.

RESPONSIBILITIES: Based on business needs your responsibilities will include some of the following:

• Acquire deep technical competence on Ericsson RAN products
• Develop close ties with our development community to act as an effective conduit for Design close to customer initiatives.
• Support pre and Post customer solutions/product deployment.
• Identify faults and troubleshoot according to a set of defined alternatives, and apply standard resolving processes in the network/solution/products.
• Work with the 4G and 5G development units to define and implement technical faults resolution plans.
• Provide Emergency Recovery technical support to the ERC teams - including on-call support - in cooperation with the other PLM Hubs.
• Provide technical expertise as part of Root Cause Analysis (RCA).
• Play significant role in improvement/innovation initiatives.
• Perform Observability and Supportability assessments on Implementation Plan pre-studies.
• Provide on-site and remote technical support for CD, FFI, network/solutions deployments, Emergencies and Hot issues investigation when required.
• Resolve customer service requests (CSRs).
• Drive Continuous Improvements of Products and Processes.
• May be required to travel internationally and sometimes on short notice with variable durations (10%-25%).
• Responsible for continuously keeping your competence and skills up to date.
• Actively contributes to knowledge sharing

KEY QUALIFICATIONS:

• Strong analytical and problem-solving skills
• BSc level in a technical discipline
• Wireless communication experience (i.e.: LTE (4G), and 5G knowledge).
• Software/Hardware development (Code experience) not mandatory but considered a strong assets.
• Excellent communication skills in English
• Working with People and strong ability to work in teams.
• Delivering Results and Meeting Customer Expectations
• Ability to Develop and adapt troubleshooting documentation, strategies and tools.

**LI-SP1

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.

Primary country and city: Canada (CA) || || Ottawa || ProdMgt

Req ID: 292074