Service Support Specialist

Logistics, Sales & Operations · Sales & Business Development · Customer Success

In short

Ericsson is looking for a Service Support Specialist in Shah Alam, Malaysia. This role involves organizing, managing, and completing proactive and reactive maintenance to ensure client services meet SLA performance standards. Key responsibilities include coordinating problem management, helpdesk, and field dispatch, as well as managing incidents and spare parts logistics.

Responsibilities

Coordinate and manage 'Customer Problem Management', 'Helpdesk', and 'Field Dispatch'.
Communicate efficiently with the Customer Care Centre to resolve issues to the customers' satisfaction.
Assign and manage work orders for field personnel for optimal utilization and productivity.
Initiate and drive customer incident management, assisting in the resolution process.
Track and manage customer incidents and problems, providing regular status updates.
Handle logistics for spare part coordination, from locating to updating work orders with information.

Requirements

Incident management.
Contact Centre (Business).
Incident Management Support.
MS TOP.
Spare part handling.
Work Order.
Communication.
Remote Site Access Control.
1st level Incident Management.
Call Centers.
ITIL Framework.
Site Security.

Benefits

Outstanding opportunity to use skills and imagination to push boundaries.
Build solutions never seen before.
Challenged in a diverse team of innovators.
Opportunity to craft what comes next.
Encouraging a diverse and inclusive organization is core to our values.
Championing diversity and inclusion in everything we do.
Collaborating with people with different experiences drives innovation.
Encouraging people from all backgrounds to apply.
Realize full potential as part of the Ericsson team.
Ericsson is proud to be an Equal Opportunity Employer.

Skills

Incident ManagementContact CentreWork Order ManagementSpare part handlingCommunicationRemote Site Access Control1st level Incident ManagementCall CentersITIL FrameworkSite Security

#Service Support#Ericsson#Specialist#Maintenance#SLA#Customer Problem Management#Helpdesk#Field Dispatch#Customer Care Centre#Work Orders#Incident Management#Spare Parts#ITIL

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

See all open jobs at Ericsson Read more about Ericsson Website