Telco Maintenance Support Manager

The Globe Transport projects requires an MSM/Care PM to be responsible for the execution of the TSA contract to deliver ION support and maintenance services across the Philippines.

The MSM/Care PM is accountable for execution of the Maintenance Services with performance according to contracted SLA and ensuring customer satisfaction. The role has a Business and Customer Service focus. The MSM serves as formal point of contact for all issues related to the support contract execution.

The MSM will work closely with the various customer organizations to support the customer's network, equipment, and operations. Will leverage the support of virtual teams of CTA, CTS, RESO teams in the delivery of maintenance contract towards the customer. The Maintenance Service Manager ensures specific entitlements to maintenance services are conducted in an efficient, accurate, cost-effective, timely, and customer-friendly manner.

A strong background in ION products (Optics and IP) is required.

Key responsibilities / functions

• A prime customer facing role responsible for maintenance contractual engagements
• Cares entitlement specific to the project. Accuracy of data in platforms (e.g. CARE, etc.), which contain information (e.g. maintenance contracts, OEM Suppliers, etc.) pertinent to maintenance business services.
• Monitor critical issues and ensure they are being addressed/worked
• Audit the profit and loss of maintenance service business contracts.
• Contract opportunity support
• Drive contract renewals and/or up-scopes through a close working relationship with the Customer Account teams.
• Support the Customer Account Manager in claims (e.g. penalties) & billing disputes.
• Assist the Customer Account Manager in contract quotation involving maintenance business services.
• Update customer as needed and escalate internally as required.
• Participate in customer meetings to address issues and develop plans.
• Coordinate investigations and technical solutions, as required, across multiple internal teams.
• Lead Maintenance Contract implementation as per the deliverables agreed in the maintenance contract.
• Single point of contact towards the customer for all maintenance contractual issues
• Working together with the CTS (Customer Technical Support Team) or CTA (Customer Technical Advocate) for technical related activities.
• Manage Repair & Exchange Services (Return for Repair, Advanced Exchange) with the support of RESO
• Monitor contract performance via SLA's and conduct regular maintenance service reviews with the customer
• CARE entitlement, accuracy, tracking, reports
• Has the responsibility of cost allocation and monitoring the overall profitability (P&L) of the maintenance contract
• Line management and leadership of the maintenance team
• Proactive leadership for all maintenance renewal opportunities and interworking with Service Tendering, IPR&T BDM, APAC RBC PLM, KAM/CAT and the Customer.

Qualifications

Tools:

· Good working knowledge of CARE

• Strong computer skills including /Excel/Powerpoint required

Qualifications/Experience:

• IT/Engineering Degree
• Product knowledge of the IP Transport and Routing portfolios is a must.
• Experience in Maintenance, Network Operations and/or Technical Support activities
• Knowledge of Industry Standards such as ITIL (Information Technology Infrastructure Library) and eTOM (Enhanced Telecom Operations Map)
• An understanding of the Customer Network Operations business and environment is preferable
• Experience in Repair and Exchange Service is preferable.
• Familiarity with financial concepts, management, and controls
• Strong cross-organizational leadership skills for driving resolution of complex customer issues.
• Project management skills in planning and organizing, information integration, decision making, risk management and Execute/PBM Suite will be a bonus.

Job Types: Full-time, Permanent

Work Location: In person