Support Engineer - Hardware Support

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

Ericsson is seeking a Support Engineer for Hardware Support in Pune, India. The role involves resolving complex hardware issues, managing SLA performance, and ensuring efficient Repair & Return operations for Radio and Core hardware portfolios. The ideal candidate will have over 6 years of experience and a strong understanding of Ericsson's HWS portfolio and RnR processes.

Responsibilities

Handle and resolve customer hardware issues end-to-end, ensuring timely closure and high customer satisfaction.
Deliver against SLA targets and consistently meet or exceed customer expectations.
Manage relationships with both customer teams and internal stakeholders from an RnR perspective.
Participate in operational review meetings and represent Ericsson's interests constructively.
Resolve RnR discrepancies with customers in a professional and efficient manner.
Track ongoing customer RMA requests and drive timely resolution.
Analyse scrap pictures and generate accurate weekly reports.
Prepare monthly hardware reconciliation reports for internal and customer review.
Monitor and track standard packaging compliance, No Fault Found (NFF) cases, and Field of Action (FOA) items.
Stay updated on new hardware deployed in customer networks to ensure relevant, current support.

Requirements

BE / B.Tech or equivalent degree in a relevant engineering discipline.
6+ years of hands-on experience in hardware support, service & repair, or a related field.
Solid overall knowledge of the Ericsson HWS portfolio, including Radio and Core hardware technologies.
Proven experience with Ericsson Repair & Return (RnR) processes, including RMA and SFN creation.
Working knowledge of L3 Warehouse operational processes.
Hands-on experience with faulty hardware analysis — packaging assessment, visual inspection, and fault identification.
Familiarity with PQAT and CCI portals.
Strong presentation and communication skills, with the ability to engage confidently with customers and diverse stakeholder groups.
A collaborative, consultative mindset with effective negotiation skills.
Ability to build and maintain productive relationships with customer working groups across functions.

Benefits

Outstanding opportunity to use skills and imagination to push the boundaries of what's possible.
Chance to build solutions never seen before to some of the world's toughest problems.
Challenging work environment with a diverse team of innovators.
Opportunity to craft what comes next.

Skills

RMAnetworking

#Hardware Support#Service & Repair#S&R#HWS#Radio hardware#Core hardware#Repair & Return#RnR#RMA#L3 Warehouse#faulty hardware analysis#PQAT#CCI

About Ericsson

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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

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