Field Dispatch Engineer
- Cradlepoint
- 4 - 9 years
- Bengaluru
- 3 months ago
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Job Description
- Receive trouble reports from the Operators Customer Care Center (or directly from Operator customers in limited cases) and log them accurately.
- Resolve customer issues to the customers satisfaction, including providing meaningful status updates on repair and/or restoration activities.
- Handle customer-affecting problems detected by other processes or analysis: inform the customer, coordinate resolution, and ensure satisfactory closure.
- Within the Field Dispatch function, ensure all tickets assigned to Field Services are dispatched to the appropriate Ericsson Field Engineer for a site visit.
- Identify and escalate any blockers encountered during dispatch to next-level teams for timely resolution.
- Assess the issue reported on-site using the details in the ticket, review related processes and procedures, and confirm required actions for the visit.
- Contact the UK point of contact to obtain permission for the Ericsson Field Engineer to visit the site, coordinating date and time per the site access agreement shown in the tools.
- Identify and assign the most suitable Ericsson Field Engineer for the task, considering skills, availability, and site requirements.
- Coordinate scheduling, access permissions, and any prerequisites so the engineer can complete the visit efficiently and safely.
- Keep the Customer Care Center (or Operator customer) updated with progress and closure information, and ensure all activity is recorded in the assigned tools/systems.
- Ensure compliance with site access agreements, safety procedures, and any Operator-specific processes throughout the dispatch and resolution workflow.
- Customer event management
- Customer incident management
- Customer problem management
- Customer order handling
- Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
- Minimum years of experience: 4+ years experience of deploy system test and lead testing team.
- Domain experience: area of expertise (Telecom basics, Incident management, WFM, Remedy)
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: CradlepointLocation(s): Bengaluru
Keyskills: Telecom Service level Event management Problem management Incident management Workflow Scheduling Test Lead Service Support Executive Remedy
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We enable the freedom to securely connect people, places, and things that drive more experiences, new ways to work, and better business results anywhere. We are a pioneer in advanced 4G and 5G routers and adapters for Wireless WAN controlled through Cradlepoint NetCloud and offer a range of solut...
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