CUSTOMER TECHNICAL ADVOCATE
ION IP Optical Networks
Rio de Janeiro, Rio de Janeiro, Brazil
há 2 dias

Key Responsibilities / Functions :

  • A single point of contact for major technical issues and activities during delivery or maintenance phase
  • Facilitate resolution of key technical issues working with the engineering, integration teams and support teams
  • Ensure customer is aware of product alerts and recommends software loads to align the correct feature set / application with the customer requirements.
  • Review / Assist Method of Procedure (MOP)
  • Advocate for specific market / regional interests
  • understanding of customer network and make proactive recommendations (including future hw / sw releases)
  • Lead technical meetings
  • Track sw problems and their associated fixes
  • Proactive activities to minimize outages and ensure nominal operations
  • Assist with outage restoration for major outages
  • Drive and deliver RCA for complex issues
  • Provide bridge from deployment to maintenance by awareness, communication and training
  • Understand customer operations, structure and processes (Customer visits will be take place often)
  • identify business opportunities and transfer them to sales for increased revenue
  • Ensure customer is operating and utilizing equipment to full potential
  • Deliver white board type training sessions on best practices and new features
  • Skills :

  • strong understanding of optical equipment, principles and interfaces to network
  • able to communicate in Portuguese and English
  • Troubleshooting techniques : Requires a logical approach to solving complex product / network issues
  • work independently
  • Interface with key internal stakeholders across Optical teams; (Product management, Support teams, Bus Development and NPI).
  • Customer soft skills for communication of technical issues and relationship building
  • Experience with dealing customer escalation issues
  • Required Qualifications :

  • Bachelor’s degree in a technical field
  • Minimum of 4 years of experience in Telecom (preferably Optical Integration)
  • Strong knowledge of Optics and fiber optic systems
  • Self-directed - able to work independently with little to no supervision
  • Time and expense management - manage travel, expenses and project constraints
  • Excellent verbal and written communication skills
  • Required qualifications1) Knowledge of Optics Products specifically in the DWDM and PCN area 2) CCNA or Optics Certification 3.

    Ability to document technical issues in spanish and english 4) strong verbal and written skills in Spanish and English 5.

    Strong communications skills.Desired qualifications1. High Level of English (read and speak) 2. Able to handle escalations and pressure situations 3.

    Ability to travel inside or outside the country.. 4. Ability to coordinate deployment and maintenance Activities. 5.- Knowledge in ALU OPtics Products (1830 DWDM or 1350 OMS) 6.

  • Knowledge of DWDM technologyCOMPETENCIES- Customer Focus- Adaptability- Manage Execution- Foster Open Communication- Search to Learn ContinuouslySKILLS- Communication- Products- Networks- Team Management- Customer Relationships- Project Management
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