u  The Maintenance Service Manager (MSM) ensures specific entitlement to maintenance business services are conducted in an efficient, accurate,
cost-effective, timely, and customer-friendly manner. 

The major areas of focus for the MSM are to:

·         Lead maintenance contract implementation

·         Review service contracts and performance

·         Support contract opportunities

·         Examine claims & billing disputes

·         Handle escalations

·         Analyze installed base

u  Maintenance business services are dependent on the work of many areas.  The MSM will work closely with management of the different functional areas to ensure that all aspects of the deliverables, which enable maintenance services, are provided in a cohesive and seamless manner.   

Some of the areas, which the MSM will interact with, are:

·         Services BU / Maintenance PLM Product/Practice Management

·         Quality & Customer Satisfaction

·         Welcome Centers, Repair & Exchange Services

·         Customer Technical Support (CTS) organization – FE and BE Regional Operations

·         Supply Chain & Procurement, where the MSM will trigger specific purchase and delivery of third party equipment, test equipment, etc. as stipulated in the Contract Readiness Process.

·         Regional Project Management Office (RPMO)/ Project Manager (PM)

u  The MSM will be positioned as the formal point of contact for the customer regarding maintenance business services.

·         The MSM resides in the RBC

·         The MSM is either managed at by the Customer Delivery/PM leader in each Country/Cluster/Account within

·         The MSM is intended to be mainly dedicated to Maintenance Project Management.

·         All maintenance contracts must be properly covered by a MSM. An MSM can cover one or more maintenance projects (i.e. customer contracts).

·         The MSM will make use of the standard reporting tool (EPM) for reporting performance and issues for Maintenance projects (customer contracts) they are accountable for.

Essential Functions of the MSM:

u  Contract implementation

·         Responsibility for accuracy of data in platforms (e.g. CARES, etc.), which contain information (e.g. maintenance contracts, OEM Suppliers, etc.) pertinent to maintenance business services.

·         Follow the corporate deployment to maintenance handover process to ensure maintenance service readiness.

·         When a contract is signed, ensure that all Service Centers involved are informed [e.g. Welcome Centers, Technical Support Centers (TSC), Spares Management, etc].

·         Pronounce the Ready for Service (RFS) when all stakeholders (internal and external) are ready according to corporate processes for contract implementation.

·         Communicate to the customers on support processes.

u  Service contract performance management

·         Perform regular maintenance service contract review with the customer.

·         Monitor Service Level Agreements (SLAs).

·         Audit the profit and loss of maintenance service business contracts.

u  Contract opportunity support

·         Drive contract renewals and/or up-scopes through a close working relationship with the Customer Account teams.

·         Support the Customer Account Manager in claims (e.g. penalties) & billing disputes by providing detailed information regarding Alcatel-Lucent’s maintenance service business performance and obligations to the customer.

·         Assist the Customer Account Manager in contract quotation involving maintenance business services.

u  Escalations

·         Be the focal point for receipt and resolution of customer satisfaction issues.  When a major crisis with the customer occurs which pertains to their maintenance business service, coordinate the Alcatel-Lucent corrective actions and report to key stakeholders (e.g. customer, sales, support, etc.).

·         Identification and escalation of customer satisfaction issues including follow up on corrective actions arising from transactional surveys.

·         Engaged in escalations that may be technical, internal (i.e.  Alcatel Lucent), and/or Customer Critical Issues (CCIs).

u  Installed base analysis

·         Provide on a regular basis a report to the customer regarding the maintenance contractual state of their equipment (e.g. under warranty, under contract, not supported).

·         Evaluate regularly the Alcatel-Lucent customer installed base to uncover valuable data, which may lead to revenue generating opportunities (e.g. quantity of equipment, vintage of equipment, type of equipment, etc.).

q  In addition to uting the essential functions, the extra value a MSM provides is:

·         Utilization of project management methodologies, skills, and rigor to achieve outcomes

·         Single point of accountability for successful implementation of a contract

·         Evaluation of Key Performance Indicators (KPI) to ensure customer satisfaction, quality, and cost are achieved

·         Ensures good customer relationship management

Main KPIs for a MSM:

·         Profitability on contracts  [maintain or increase versus Reference Project Income State (RPIS)]

·         Customer satisfaction

·         Contract renewal

·         Process inherence (ensuring the stipulated corporation MSM procedures are followed and variation is minimal)

Essential Skills for a MSM:

·         Well-versed in project management structure, techniques and discipline according to the Alcatel-Lucent project Management certification strategy

·         Knowledgeable on services portfolio, policies, and procedures related to maintenance business services

·         Excellent interpersonal and negotiating skills

·         Broad and general technical product knowledge

·         Familiarity with financial concepts, management, and controls

·         Ability to work in diverse teams and on different levels

• Very good written and verbal communication skills in English and Korean
• Very good presentation skills to internal and external customers
• Very good relationship with customers including business partners
• Mindset working with one team spirit with other functional orgs
• Strong work ethic and personal integrity
• Have strong enthusiasm, passion and positive attitude and mind
• Strong leadership to deliver a resolution against customer voice
• Preferred IP-Transport (Optics Technology) experienced person (PTN/TSS, DWDM/PSS, OTN technologies)