#### Ericsson Overview
Ericsson is world’s leading provider of communications technology and services. Our offerings include services, consulting, software and infrastructure within Information and Communications Technology.
Using innovation to empower people, business and society, Ericsson is working towards the Networked Society: a world connected in real time that will open up opportunities to create freedom, transform society and drive solutions to some of our planet’s greatest challenges.
We are truly a global company, operating across borders in over 180 countries, offering a diverse, performance-driven culture and an innovative and engaging environment. As an Ericsson employee, you will have freedom to think big and the support to turn ideas into achievements. Continuous learning and growth opportunities allow you to acquire the knowledge and skills necessary to progress and reach your career goals. We invite you to join our team.
#### Job Summary
The CNS Engineer is part of a CNS team supporting the customer and shall deliver support services according to the contracted Services Level Agreements by means of established processes.
With detailed customer networks knowledge and knowledge of the customer strategies the CNS Engineer identifies business leads and promotes Ericsson products and services to secure add on sales. The CNS Engineer enables efficient service delivery of contracted customer support services by owning/drive the Customer Support Request within the Ericsson support organization.
The CNS engineer is taking active part of the Emergency Handling support and is task managed by the Service Delivery Manager
#### Responsibilities & Tasks:
* Customer request handling
* Develop and maintain relationships
* Identify new business opportunities
#### Position Qualifications
**Core Competences**
* Network level competence.
* Market insight.
* Financial Understanding.
* Ability to learn Ericsson Portfolio.
* Service Delivery Process.
* Change Management.
* Sales and Business Development Skill.
* Negotiation & argumentation skills.
* Presentation skills (oral and written).
* Ericsson Model for Project Management, PROPS-C.
* Software Update Management.
* Software Support.
* Delivering Results & Meeting Customer Expectations
* Analyzing
* Entrepreneurial & Commercial Thinking
* Persuading & Influencing
* Presenting & Communicating Information
* Applying Expertise & Technology
* **Minimum Qualififcation & Experience Requirements**
* **Preferred Qualification & Experience Requirements**
* Excellent Customer Relationship Management skills.
* Very strong personal interaction skills and good communication capabilities.
* Very good proactive mind set – always include a broader scope in mind when handling customer requests.
* Ability to adapt to change.
* Drive - determination, focus, take the ups and downs, stick with things long enough to see them through
* Creativity - ability to see and make things in a new or different way, capability of developing inspiration, innovation or insight
* Openness - capacity to reflect on one’s behavior and performance, learn from experience, adapt to other cultures, absorb feedback, accept new ideas and practices
* Responsiveness - ability to understand, quickly adapt and act upon new information, influences and information
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Customer Support Engineerはお客様に購入して頂いた製品に関する技術的なサポートを行ない、次世代ネットワーク (5G, Cloud, IoT) の実現に向けた様々なソリューションを提供します。
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* ****CSR (調査依頼) 対応業務**
* 顧客と弊社との間のService Level Agreementに基づいて製品の技術的な調査依頼に対し，根本原因の調査及びソリューションの提案を行なう。
* 調査として，ログ収集及び解析、テスト環境での再現試験を行なう。
* 顧客の要求に応じて，会議やメールで技術的な説明を行なう
* 日本法人だけで問題解決できない場合は、海外開発部門の協力を仰ぎ，根本原因の調査及びソリューションの提案を行なう。
* 重大障害については即時対応として一時切り分け及び復旧対応を行う。
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* 品質改善**
* 長期的な戦略的パートナーの関係を構築するため，お客様の運用
* 保守業務の実情に応じた品質改善を行なう。
* HWの交換件数及び障害対応について統計解析及び調査を行ない，海外開発部門に働きかけ，品質改善を行なう。
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* 計画作業**
* CSR対応に関連して復旧対応、パッチ適用、コンフィグ変更、ハードウェア交換支援などの計画作業を行う。
* 作業に必要な申請書、手順書、エスカレーションフローの作成及び，社内作業管理ツールへの入力。
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* 業務管理、改善、その他**
* 顧客満足度向上に向けて，問題解決までの時間短縮や，作業の効率化といった業務改善を行なう。
* 新規運用保守サービスの検討及び提案
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* ****Preferred technical competence**
* ICT infra technology and telecommunication networking.
* Knowledge on virtualization concepts for the future of the telecoms ecosystem.
* Cloud computing
* Technical knowledge on SDN/NFV/CLOUD
* Operating Support System/ Business Support System
* Preferred work experience
* Trouble shooting experience by accessing to the system in Telco area as an engineer.
* Technical support to telco operators with direct communication with the customer.
* Customer technical support experience in Telco business sector as a vendor.
* Work experience in SDN/NFV/CLOUD would be highly advantageous.
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* チームプレイヤー
* 自ら積極的/前向きに業務に取り組める方
* 責任感が強い
* 的確な意見相互が出来るコミニュケーション能力が高い方
* 客観的な事実に基づいた論理的な思考及び説明が出来る方
* 忍耐力（精神力のタフさ）がある
* 柔軟かつ多角的に物事を考える
* 創意工夫の意欲があり、新しいことや変革に積極的に取り組む
* 優先順位が的確でスピーディーな対応力がある
* 具体性があり、建設的な提案ができる方
*LI-YC1
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.
Primary country and city: Japan (JP) || Kanagawa || JP-37-YO Yokohama || Consulting&SysInt;
Job details: Customer Network Support Engineer (CNS) Job Stage 05