FN Care Manager- South America

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.

 

• Manage escalations requiring Root Cause Analysis (RCA) beyond standard severity issues.
• Act as the escalation interface for TS concerns, workflows, and standards, bridging communication between 3LS, R&D, ProServ, and NDE.
• Own and manage technical customer relationships, focusing on services, delivery, and performance areas.
• Ensure SLA compliance for customer in your clusters, providing expedited remote access for troubleshooting and diagnostics.
• Coordinate with FN care RDC teams to manage escalations and improve response times.
• Facilitate knowledge transfer of network changes and updates to ensure efficient problem resolution.
• Track and update customer issues using the Salesforce Trouble Ticket system per Nokia processes.
• Document outage impacts and ensure compliance with contractual root cause analysis obligations
• Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
• Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Nokia.
• Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.
  
   

• Bachelor's degree  in Telecommunications, Computer Science, Information Technology, or a related field.
• A strong understanding of NI organization, processes, FN products, services, and solutions is essential.
• 5+ years of experience troubleshooting FN Fiber products such as ISAM, ONT, Lightspan, Altiplano, or Cloud / containerized environments.
• Strong analytical and problem-solving skills; self-motivated, proactive, and results-oriented.
• Ability to develop structured technical documentation and communicate effectively with technical teams
• Experience working independently and in diverse, global teams.
• Good soft skills and perform well under pressure.
• Ability to work effectively with multiple stakeholders, manage time and cost constraints, and demonstrate creativity in problem-solving.
• Strong leadership, negotiation, and collaboration skills.

• Excellent communication skills, both verbal and written, with the ability to engage with senior executives and program owners.

   

  Non-Technical Skills:

• Ability to articulate technical issues and solutions to internal and external customers.
• Self-motivated, adaptable, and accountable with a focus on continuous learning.
• Exceptional customer service skills and the ability to prioritize customer needs.
• Strong problem-solving skills under pressure and excellent communication/public speaking abilities.
• Be fluent in Spanish and English.

• Proven ability to build and maintain customer relationships, ensuring SLA compliance and high satisfaction.

   

  Other Requirements:

• Availability to travel on short notice (low yearly travel ~5%)
• Experience in Technical Support and/or customer-facing environments.