Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre‑ and post‑sales activities with technical and non‑technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

Responsibilities

• Manage escalations requiring Root Cause Analysis (RCA) beyond standard severity issues.
• Act as the escalation interface for TS concerns, workflows, and standards, bridging communication between 3LS, R&D, ProServ, and NDE.
• Own and manage technical customer relationships, focusing on services, delivery, and performance areas.
• Ensure SLA compliance for customer in your clusters, providing expedited remote access for troubleshooting...