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Customer Support Program Manager

Permanent contract
22300 Lannion, France
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Ekinops provides pre and post sales technical support services to its customers. You are reporting to the Director Transport Customer Support Pre-sales Responsibilities: - Customer Services dimensioning for RFP responses (network installation, network acceptance, First Line Maintenance, Level2/3 support , trainings, …) - Local countries partners search for supplying services (network installation and acceptance, First Line Maintenance) - Contracts and Price Negociation with Services suppliers (network installation and acceptance, First Line Maintenance Post-sales support Responsibilities: - Customer Network Deployment project management - Coordination of partners/contractors doing network deployments - Deployment Program Management from equipments shipping in Ekinops to field network acceptance - Internal and customer reporting on deployments progress (installations, network acceptance, trainings, ...) - Generation of Customer support reports (RMAs, tickets,training programs, …) - Organization and animation of support customer reviews

Profile sought

Education - Engineer with knowledge on DWDM/OTN optical networks Main knowledge - Optical Networks deployments and Acceptance testing processes with Tier1 operators - Support and Field maintenance organization of support Level1 to Level3 for Tier1 operators - Strong Skills in project management - Basic knowledge in Test and Measurement equipment for DWDM, Ethernet and OTN technologies (Optical Spectrum Analyzer, OTDR, protocol testers,…) - Knowledge of Ethernet switches and IP routers technologies and protocols would be a plus - Strong MS Office skills - Knowledge of Sales Force would be a plus. Experience 10 years minimum with an Optical Transport Network Operator or an Equipment manufacturer, focused on network deployments. Particular abilities - Clear and effective communication skills - Ability to drive several tasks in parallel - Strong Experience in customer relation - Ability to work independently and make decisions - Ability to give oral presentations in English - Position subject to travels

Desired experience: 10 years or more