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IoT Technical Service Engineer

Date: Oct 23, 2021

Location: Sao Paulo, US

Company: Vodafone

Role Description

  • The role is supporting large Vodafone Global IoT Customers across Latin America Countries with a focus on Brazil.

  • The M2M Technical Service Engineer (TSE) will provide In Life technical management & operation support to Global IoT Customers and be accountable for support of contracted IoT Services & Solutions delivered from the IoT Global Portfolio.

  • The M2M TSE will be accountable for ensuring customer specific ITIL aligned operational processes and procedures are implemented and followed, these include; change management, incident management, problem management, defect management, release management, availability and performance monitoring, maintenance of operating plans and schedules 

  • The TSE will be responsible for driving continual technical service improvement,  delivering in life service improvement plans and tracking completion according to customer committed timescales, leveraging stakeholder support as required

  • The TSE will work closely with different technical teams, both within Clients & Vodafone, in order to provide an outstanding managed service to the client.  They will provide technological support and consultancy across dedicated M2M technologies. The TSE may be required to work with a single strategic customer or multiple customers and situations.

  • The TSE will support the Client service partner, Vodafone Solutions Architect and Sales Team in expanding and enhancing the customers contracted products and services as well as identify service development opportunities for enhanced service capabilities

  • The TSE will manage third parties (internal and external) operational process, performance and relationship.

  • The role will include relationship development with the customer and all key stakeholders

  • The TSE will contribute towards contract negotiations, leveraging knowledge and experience to secure contract renewals and mitigate risk of service related topics.

  • The TSE may be required to work from or be based from an external customer facility for periods of time required by customer.

  • TSE will be required to coordinate testing and troubleshooting on several levels with many different support teams between external customers and Vodafone, possibly across many global regions/time zones.

Role Purpose

  • Accountable for overall Technical Service Operations to nominated customer/customers and technologies

  • Diagnosing process faults within Global Operations and working with internal teams to drive continual service improvement.  

  • Identify and contribute towards development of new support services to address future needs of the Global M2M Customers

  • Ensuring all management KPIs are adhered to within target SLA’s

  • Manage activities effectively whilst focusing on objectives and results and prioritising accordingly.

  • Work within a team environment.

  • Make decisions within own area of competence/expertise, seeking guidance and support when necessary.

  • Take personal ownership for meeting own learning and development needs.

  • Take ownership of customer technical project after implementation and act as central point of contact to both internal and external stakeholders

  • Maintain appropriate knowledge of IoT capabilities and supported products and services.

  • Ensure lessons learnt captured from all projects and shared with IoT Support Team

  • Support account teams in a pre-sales capacity acting as an expert on Vodafone Global IoT products and services.

  • Update relevant systems (Internal/External Repository) and provide required reports within agreed timelines throughout contractual lifecycle

  • Proactively service client requests and faults within SLA and deliver excellent customer service.   

  • Manage technical & operational escalation requests from client support teams.

  • Liaise closely with Customer representatives on a daily basis.

  • Manage Escalation of calls to third parties as and when needed.

  • Ensure delivery of a positive experience for Vodafone Customers.

Core Competencies

  • Excellent written and verbal communications in Portuguese and English 

  • Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and translate requirements of business and customer into technical delivery teams

  • A proven track record of success in service management delivery in a technology industry 

  • Experienced in KPI Reporting

  • The ability to be an effective team player is essential

Key Qualifications

  • The successful candidate will have experience in successfully managing corporate/global customers and a proven track record in negotiating /influencing at a senior stakeholder level

  • Must have a strong operational background, in a technical role and experience of working with IoT technologies, with an interest in industry and product enhancements. 

  • The successful candidate must have a flexible nature and will be able to adapt quickly to new technical products entering the Global IoT Portfolio

  • The successful candidate will be expected to demonstrate innovative thinking and be able to consistently anticipate customer expectations in high pressured situations

  • Know, and adhere to, all relevant customers’ entitlements to support

  • TSE Must have an advanced knowledge level of networking and mobile and land based network related protocols and routing schemas, i.e. TCPIP, UDP, BGP etc

  • TSE Must have an advanced knowledge of mobile network infrastructure and understand their relationship to the customer device some areas of emphasis would be:

    •     LTE

    •     HSPA

    •     GSM Basic (Including voice, SMS)

  • TSE Must have a basic knowledge of Mobile Device Modules and Chipsets

  • Helpful attributes would include:

    •     Field testing experience

    •     Creative Trouble Resolution experience 

    •     Test plan creation and execution

    •     Excellent time management skills

  • Advanced communications skills in Portuguese and English language, communicating effectively to the necessary parties (internal and external) when required in good time, keeping them up to date on issues impacting service.  

  • Able to communicate complex technical issues to all stakeholders.

  • Close liaison with peer groups, Solutions Architects, Team Leader, partners and to ensure alignment of team activities with company goals

  • Provide effective communication with external clients up to and including Senior Management / C’Level.

Application Guidance

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
 

 

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