Resolves customer hardware issues across Ericsson Radio and Core portfolios, manages RMA and Repair & Return processes, drives SLA performance, analyzes faulty hardware, and produces reconciliation and operational reports. The role coordinates with customers and internal stakeholders, monitors packaging compliance, NFF cases, FOA items, and supports hardware reliability and service quality.
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About this opportunity
Join Ericsson as a Support Engineer within the Service & Repair (S&R) function, specialising in the Hardware Support (HWS) domain. In this role, you will be at the forefront of resolving complex hardware-related customer issues, driving SLA performance, and ensuring seamless Repair & Return (RnR) operations. You will work closely with customers, internal stakeholders, and cross-functional teams to uphold Ericsson's commitment to quality and reliability across Radio and Core hardware portfolios. This is an opportunity to apply your technical expertise in a globally connected environment where your contributions directly impact network performance for operators around the world.
What you will bring• BE / B.Tech or equivalent degree in a relevant engineering discipline• 6+ years of hands-on experience in hardware support, service & repair, or a related field• Solid overall knowledge of the Ericsson HWS portfolio, including Radio and Core hardware technologies• Proven experience with Ericsson Repair & Return (RnR) processes, including RMA and SFN creation• Working knowledge of L3 Warehouse operational processes• Hands-on experience with faulty hardware analysis - packaging assessment, visual inspection, and fault identification• Familiarity with PQAT and CCI portals• Strong presentation and communication skills, with the ability to engage confidently with customers and diverse stakeholder groups• A collaborative, consultative mindset with effective negotiation skills• Ability to build and maintain productive relationships with customer working groups across functions
You will do
Customer & Stakeholder Management• Handle and resolve customer hardware issues end-to-end, ensuring timely closure and high customer satisfaction• Deliver against SLA targets and consistently meet or exceed customer expectations• Manage relationships with both customer teams and internal stakeholders from an RnR perspective• Participate in operational review meetings and represent Ericsson's interests constructively• Resolve RnR discrepancies with customers in a professional and efficient manner
Operational Excellence
• Track ongoing customer RMA requests and drive timely resolution• Analyse scrap pictures and generate accurate weekly reports• Prepare monthly hardware reconciliation reports for internal and customer review• Monitor and track standard packaging compliance, No Fault Found (NFF) cases, and Field of Action (FOA) items• Stay updated on new hardware deployed in customer networks to ensure relevant, current support
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Pune
Req ID: 790900
About this opportunity
Join Ericsson as a Support Engineer within the Service & Repair (S&R) function, specialising in the Hardware Support (HWS) domain. In this role, you will be at the forefront of resolving complex hardware-related customer issues, driving SLA performance, and ensuring seamless Repair & Return (RnR) operations. You will work closely with customers, internal stakeholders, and cross-functional teams to uphold Ericsson's commitment to quality and reliability across Radio and Core hardware portfolios. This is an opportunity to apply your technical expertise in a globally connected environment where your contributions directly impact network performance for operators around the world.
What you will bring• BE / B.Tech or equivalent degree in a relevant engineering discipline• 6+ years of hands-on experience in hardware support, service & repair, or a related field• Solid overall knowledge of the Ericsson HWS portfolio, including Radio and Core hardware technologies• Proven experience with Ericsson Repair & Return (RnR) processes, including RMA and SFN creation• Working knowledge of L3 Warehouse operational processes• Hands-on experience with faulty hardware analysis - packaging assessment, visual inspection, and fault identification• Familiarity with PQAT and CCI portals• Strong presentation and communication skills, with the ability to engage confidently with customers and diverse stakeholder groups• A collaborative, consultative mindset with effective negotiation skills• Ability to build and maintain productive relationships with customer working groups across functions
You will do
Customer & Stakeholder Management• Handle and resolve customer hardware issues end-to-end, ensuring timely closure and high customer satisfaction• Deliver against SLA targets and consistently meet or exceed customer expectations• Manage relationships with both customer teams and internal stakeholders from an RnR perspective• Participate in operational review meetings and represent Ericsson's interests constructively• Resolve RnR discrepancies with customers in a professional and efficient manner
Operational Excellence
• Track ongoing customer RMA requests and drive timely resolution• Analyse scrap pictures and generate accurate weekly reports• Prepare monthly hardware reconciliation reports for internal and customer review• Monitor and track standard packaging compliance, No Fault Found (NFF) cases, and Field of Action (FOA) items• Stay updated on new hardware deployed in customer networks to ensure relevant, current support
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Pune
Req ID: 790900
Ericsson Kolkata, West Bengal, IND Office
Ericsson Kolkata Hub Office
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