Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

Impact

Uses existing procedures to solve standard problems. Manages own time to deliver against tasks set by others.

Scope & Contribution

Most work carried out according to specific instruction and set procedures. Requires close supervision and coaching from SLM or peers.

Communication

Skilled in multiple technical/admin areas in own function/product. Vocation training/qualifications required. Typically in position 2-3 years based on performance.

. Carry out repairs on electronic equipment in the telecommunications area, using testing equipment and specific tools for electronic.

. Carry out prior analysis of the equipment in order to diagnose the failure that occurred.

. Prepare reports on equipment or budget for technical services, as well as forward the return of irreparable items to the customer, aiming to obtain the best cost-benefit ratio.

. Carry out functionality testing and final review on repaired equipment, subsequently sending it for packaging.

. Analyze the board diagram, researching solutions on the market, aiming to carry out repairs and adaptations that can increase the useful life of the board equipment.