Microwave Care Technical Manager - REMOTE - Glow Networks

Microwave Care Technical Manager

Work Location: REMOTE

Please specify the desired work location at the top of resume when submitting.

No. of Positions: 1

Maximum Submissions per Supplier – 4

Duration: 6 Months, Extendable based on Nokia Requirement

Skill Sets and Requirements:

Description:

This will be virtual position, candidate required to be in the US

Some travel may be required. All trave requires prior written approval from Nokia and written approval must be included with receipt copies with expense sheet submitted in Tempus.

Top Requirements that must be visible on the resume and candidate able to speak to in details during interview.

1. Experienced Microwave engineer with end-to-end knowledge of the Microwave network, (including MDR-8000, 9500 MPR/Wavence, TSM-8000, and the 7750 GW Router)

2. hands-on experience with the network who can help the customer with troubleshooting 3. Provides customer-facing communication regarding operational, technical and quality issues

4. Supports Emergency Management (EM) team in technical aspects of outage management.

The Microwave SME / Care Technical Customer Advocate / Care Technical Manager will be part of a 4 SMEs Team supporting the Vz Microwave Network. Looking for someone with hands-on experience who can help the customer with troubleshooting radio problems and coordinating investigations with Nokia Tech Support Services (TSS). Some out of hours work is expected with approximately 4 days per month on average. Candidate must be in the USA (due to NSA restrictions) and have customer facing experience.

Responsibilities

As part of the team, you will assist Verizon’s HQ and field engineers with software deployments, consult regarding hardware configurations and compatibilities, lead outage recovery (in partnership with Nokia TSS), and troubleshoot and resolve general network issues. Proactive customer care is expected where the Microwave CTAs are able to anticipate and address potential network issues before they compromise network integrity. Additional responsibilities will include:

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.

• Represents customer (interests) and advocate for within Nokia for Technical Support Service activities.

• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.

• Provides analysis of product release notes and alerts to the customer.

• Provides technical guidance for upgrades / retrofits, if within the scope of SWS.

• Supports Emergency Management (EM) team in technical aspects of outage management.

• Keeps aware of network health from SWS perspective.

• Keeps technically abreast with NPI and rollout activities of the customer.

• Solves complex problems based on sophisticated analytical thought and complex judgment.

• Acts as a technical leader for taskforces, often the most senior specialist in a team, who serves as best practice resource within own organizational unit and / or is recognized as an expert within the same professional area in the business.

• Support key customer projects.

Required Skills

- Intimate knowledge of the end-to-end Microwave network

- A working knowledge of the NSP with the ability to create and execute work orders.

- Customer facing experience

- Ability to lead large and diverse teams in solving complex network problems

- Excellent written and verbal communication skills

NICE TO HAVE

- NCSA Wavence Certification

- NRS1 Certification