Product Support Engineer

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About this opportunity:
We are now looking for a Product Support Professional to join our team in EUHW CX TS APAC in Japan. As a member of the team, you will providing technical support to customers utilizing our products. The primary objectives include ensuring the smooth integration of our products into customer networks and promptly addressing any arising issues. This job demands close interaction with BNEW Development teams, Systems & Technology, and Product Line and Customers. This role will give excellent opportunity to be exposed to various functions across the EUs as well as to the EU Leadership team. The main tasks and responsibilities are to handle the technical dimension of proof of concepts, demos, trials, product introduction, deployment, maintenance, and support operations of different products, to improve customers product perception through:
Main Responsibilities:

• Drive and support investigation and analysis of customer issues according to established processes (CSR, Design consultations, TRs etc) and be an interface to design for issue resolution.
• Interact with customers professionally and courteously to understand their technical issues and provide appropriate solutions.
• Perform fault reproduction during the troubleshooting in Ericsson environment (e.g. labs).
• Support 24/7 emergencies, FTS (follow the sun) and on call duties.
• Collaboration with design teams during the initial stages of product development to offer insights based on real-world product behaviour and usage in the field.
• Support FFI projects and provide guidance during the product introduction activities and focused deployment phase (roll out support for strategic products).
• Supporting PoC, demos and trials.
• Should be able to support and execute deployment activities in own lab or network environment, and in a customer network.
• Enhance technical proficiency through knowledge sharing, training, mentorship, and continuous learning initiatives.
• Evolve in AI transformation journey

You will

• Have broad RAN/ERS knowledge with the ability to dive into specific areas.
• Have Customer Insight and mindset.
• Deliver Results and Meet Customer Expectations.
• Network with people from different teams.
• Address Customers and Senior management concerns and inquiries.

To be successful in the role you must have:

• Bachelor's Degree (Masters preferred) in relevant science or engineering
• Communicate complex technical concepts in a clear and understandable manner.
• Analytical and problem-solving skills to identify issues, evaluate alternatives, and make informed decisions to overcome challenges during the solution development process.
• Great team player while being able to work individually
• Self Learning mindset
• Provide training to the global community.
• High degree of flexibility to work in a changing environment.
• Ability to work under intense customer pressure.
• Comfortable working in the lab

Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Japan (JP) || Yokohama
Req ID: 780356