The After-Sales Carrier Manager will perform all or some of the following Job description:

• Strengthen relationship with Carrier contacts and build bridges for Company functional areas to develop relationships with Carrier counterparts

• Communicate and negotiate After-Sales scope of support with Carriers

• Host regularly scheduled conference calls to discuss Carrier needs, existing issues and new product launches

• Drive regularly scheduled internal Company meetings to review Carrier support account status and metrics

• Assist Carriers to implement and improve technical support processes in relation to business goals

• Facilitate reporting needs and exchange of reporting between Company and Carrier

• Engage Company Training team to implement training programs tailored to Carrier needs

• Ensure SLA's are enforced and followed

• Ensure high quality service & support solutions and timely monitoring of all customer issues and drive escalation where appropriate

• Develop and implement Carrier Service & Support scorecards to track internal and external metrics on a quarterly basis

• Spearhead development of Carrier specific strategies for improving overall customer experience

• Facilitate the delivery of support readiness kits to Carrier support organizations for new product launches

• Facilitate transfer of knowledge-base and web support tools/documentation to Carrier

• Drive initiatives to improve reverse logistics/Transportation of devices to/from the Carrier

• Monitor and drive projects to ensure compliance to meet Carrier’s local regulation needs

• Facilitate Carrier-Company engineering reviews to ensure quality service repairs.

Minimum Requirements / Knowledge / Skill For After-Sales Carrier Manager Job

• 5 years experience working with or for a major wireless Carrier support organization
• 5 years experience in account management/project management role
• 2 years experience in technical support environment
• Excellent analytical, organizational and communication skills
• Extremely organized and skilled at managing large-scale projects
• Experience with customer care tools, processes, and metrics.

• University degree in Business or related subject.
   

Find More Sales Job Descriptions Here