Maintenance Service Manager
CO E&A Customer Operations EMEA & APAC
Hong Kong, Hong Kong, China

About Nokia (The below company introduction text should not be edited; remove this observation once having finalized the job description)

At Nokia we create the technology to connect the world. Developing and delivering the industry's only end-to-end portfolio of network equipment, software, services and licensing that is available globally.

Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies.

Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity.

  • A truly global company, we are 160 nationalities working in more than 100 countries. About IP Optical Networks (The below business group introduction text should not be edited;
  • remove this observation once having finalized the job description) Our IP / Optical Networks business group (ION) includes IP, optical and network automation technologies and related services sold to our communication service provider customers as well as adjacent markets including webscale companies and enterprises.

    Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale helping to interconnect people and things from any broadband access modality to and among - edge clouds, central clouds, the Internet, and other services and data centers.

    Job Description - Acting as a MSM supporting all ION customers (IP and Optics) with maintenance service level agreement (SLA)

  • Manage all the RMA (repair and return)activities
  • Stock management of all the maintenance spares
  • Conduct periodic SLA review with the customers
  • Job Responsibilities & Competencies - Manage all the maintenance contracts (Contract renewal, negotiation with customers, maintenance contract management) on all the customers in Hong Kong / Macau on ION (IP and Optics) perspective.

  • Manage all the RMA (repair and return)activities to ensure the customer SLA is met without any violation.
  • Stock management of all the maintenance spares (RMA, spare management, Advanced Exchanges service AES) to ensure enough spares supporting our contractual customers
  • Manage the ticket system (sCRM and Remedial CARS) for ticket management and escalation
  • Conduct periodic review with the customers on the maintenance SLA to ensure there is no violation and follow up on all the outstanding actions.
  • Pro-active notification of any MD (manufactured discontinue) and SD (support discontinue) to the customers
  • Qualifications - University graduate in Computer engineering or equivalent

    4 years proven experience on maintenance contract management, SLA review, CARES ticket management, RMA and stock management experience etc

  • good communication skills with the customer (to conduct periodic SLA review with the customers)
  • Spoken Language : Cantonese is highly preferably for efficient communication with the local customer, but it is not mandatory .
  • written language : English (mandatory) since all the maintenance contracts are in English
  • Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges.

    We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

    Nokia culture welcomes people as their true selves. Come create the technology to connect the world.


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