Description:
Customer experience (CX) captures all the interactions customers have with the company at all stages of the customer journey. The Integrated RAN SW Engineering Unit (EU) CX unit has the responsibility that these customer interactions within RAN SW EU and across Networks R&D are securing and shaping both customer needs and the R&D development and deployment strategies.
We do this by building relationships with our customers and by proactively pioneering and driving customer orientation and engagement in our E2E development and in the R&D community. The RAN SW EU Customer Experience unit has the responsibility for the introduction of Integrated RAN products, to manage our key customer engagements, release management, quality assurance, and Product Support. This involves roles and functions like Engagement Management, Product Introduction, Continuous Deployment and Global Support. It involves both the execution of programs owned by the unit and the coordination of the wider Networks community. Integrated RAN CX is also hosting BNEW cross-EU customer engagement functions.
We are now looking for an Engineering Manager reporting to Head of Technical Support in Integrated RAN Customer Experience Unit, who is passionate about delivering the best Customer Experience and motivated to drive transformation both in their own team and across organizations to achieve success.
The position is based in Ottawa and may require travel to other sites.
We welcome the opportunity to meet you!
What you will do
- As a member of a collaborative Integrated RAN Customer Experience Technical Support Leadership team, facilitate realization of global strategies, priorities and transformation in close cooperation and collaboration with key stakeholders
- Drive own accountabilities in the line, manage CSR, Emergency Handling, Continuous Deployment (CD) Support, Legacy functionality support in First Field introduction (FFI) for CD zone
- Support key customer projects including technical support pertaining to digitalization and analytics
- Drive Customer Centricity mindset enabled by engagement and feedback from our customers
- Drive a learning organization mindset to continuously improve and grow
- Enable proactive engagements with customers to build best in class trust and relationship
You will bring
- Sound product development experience and leading global development teams, with a demonstrated passion for development, continuous learning, and growth mindset.
- Strong domain knowledge to have the needed credibility with our teams, our customers, and partners in the eco system
- Experience in developing evolving technologies
- Relevant tertiary qualification or commensurate working experience
Leadership Requirements
- People leadership to develop successful, highly engaged teams
- Strategic and big picture thinking, with the ability to focus on delivering on your contribution to Network R&D today and into the future
- Thrives on accountability, overcoming challenges with a can-do attitude and motivated to achieve beyond expectations
- Collaborates by default and looks to work together rather than contend, also holding your teams accountable for working as one Networks R&D
- Authentic, curious, courageous, and inspiring leadership with empathy and humanness, whilst building impactful teams and growing tomorrow’s leaders
- Fact-based and timely decisions, stepping forward to make tough decisions even when paradoxes are present, details lacking, or the stakes are high
- Customer-first approach and proactively build this in your team
- Contribute and drive internal efficiency and simplification