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
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
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