Alcatel-Lucent IPD Customer Facing Engineer in Cuautitlan, Mexico


Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Job Position Summary Description:-?xml:namespace prefix = o /->

Outage management, AR review meetings, technical SPOC for escalations, monthly SLA reviews, face to face quarterly reviews, etc.

Key Responsibilities / Functions:

  • Maintain an active and strong relationship with the customers in the region acting as the single point of contact for technical support issues

  • Customers communication about technical support processes and work with TAC teams to develop improvements if appropriate

  • Follow up Customer Satisfaction surveys and work with Business Line and TAC teams

  • Proactively anticipates and implements customer support requirement

  • Oversee the different functional phases/functional processes through TAC

  • Act as single point of contact to coordinate all non-AR work form the customer and internal teams into the TAC organizations

  • Execute the Outage Management function for all outages

  • Accurate technical information documented

  • eAlert process

  • Prompt escalation to Management

  • Guarantee full information for a correct Executive Information Flash notification

  • Provide timeline and draft RCA to gTAC teams

  • Oversee day to day activities related to Remote Technical Support

  • ARs review with customers and TAC organizations

  • Ensure ARs are solved and closed appropriately by TAC

  • Coordinate On-site support with Level 1 resources

  • Logistic for the Technical Support with customers and TAC teams

  • Pursuit with financials controllers the costs of the Level 1 resources

  • Reception of quotations, invoices and validation of the services


Required Qualifications: (Education, Technical Skills/Knowledge):-?xml:namespace prefix = o /->


  • Fluent in the English language (verbal and written)

  • Exceptional customer service skills

  • Be able to work under stressful situations

  • Strong mentoring, coaching and leadership skills

  • Good communication skills

  • Strategic and critical thinking

  • Decision Making


  • BS in Electronic Engineering, Telecommunications or equivalent

  • At least five years of experience in telecommunications industry in contact with network maintenance, operations and technical support

  • Network Routing Specialist 1 (NRSI) or similar Completed

  • Network Routing Specialist 2 (NRSII) or similar Optional

Desired Qualifications: (Education, Technical Skills/Knowledge):

Same than Required Qualifications

Job: fALU Customer Services

Primary Location: Latin Americas-Mexico-Mexico-Cuautitlan

Schedule: Full-time

Req ID: 16000003SB