Care Manager

Nokia

Care Services Manager at Nokia managing customer support and delivery for Fiber products. Collaborating with internal teams to drive quality service and customer satisfaction for assigned clients.

Posted 7/14/2026full-timeMexico City • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing technical customer relationships and ensuring SLA compliance while effectively communicating technical issues and solutions. Proficient in troubleshooting FN Fiber products and facilitating continuous improvement in customer metrics.

Highest-signal resume keywords

Root Cause Analysis (RCA)Troubleshooting FN Fiber ProductsCustomer Relationship ManagementTechnical Documentation DevelopmentBilingual in Spanish and English

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingRoot Cause Analysis (RCA)Technical DocumentationCustomer Metrics TrackingSLA ComplianceFN Fiber Products (ISAM, ONT, Lightspan, Altiplano)Cloud/Containerized EnvironmentsSalesforce Trouble Ticket SystemAnalytical SkillsProblem-Solving Skills

Soft Skills

Communication SkillsLeadership SkillsNegotiation SkillsCollaboration SkillsCustomer Service Skills

Industry Keywords

TelecommunicationsTechnical SupportCustomer-Facing EnvironmentsContinuous ImprovementOperational Understanding

Tech Stack

Tools & technologies

CloudTypeScript

About the role

Key responsibilities & impact

Manage escalations requiring Root Cause Analysis (RCA) beyond standard severity issues.
Act as the escalation interface for TS concerns, workflows, and standards, bridging communication between 3LS, R&D, ProServ, and NDE.
Own and manage technical customer relationships, focusing on services, delivery, and performance areas.
Ensure SLA compliance for customer in your clusters, providing expedited remote access for troubleshooting and diagnostics.
Coordinate with FN care RDC teams to manage escalations and improve response times.
Facilitate knowledge transfer of network changes and updates to ensure efficient problem resolution.
Track and update customer issues using the Salesforce Trouble Ticket system per Nokia processes.
Document outage impacts and ensure compliance with contractual root cause analysis obligations
Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Nokia.
Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.

Requirements

What you’ll need

Bachelor's degree in Telecommunications, Computer Science, Information Technology, or a related field.
A strong understanding of NI organization, processes, FN products, services, and solutions is essential.
5+ years of experience troubleshooting FN Fiber products such as ISAM, ONT, Lightspan, Altiplano, or Cloud / containerized environments.
Strong analytical and problem-solving skills; self-motivated, proactive, and results-oriented.
Ability to develop structured technical documentation and communicate effectively with technical teams
Experience working independently and in diverse, global teams.
Good soft skills and perform well under pressure.
Ability to work effectively with multiple stakeholders, manage time and cost constraints, and demonstrate creativity in problem-solving.
Strong leadership, negotiation, and collaboration skills.
Excellent communication skills, both verbal and written, with the ability to engage with senior executives and program owners.
Required that the candidate lives in Mexico City.
Ability to articulate technical issues and solutions to internal and external customers.
Self-motivated, adaptable, and accountable with a focus on continuous learning.
Exceptional customer service skills and the ability to prioritize customer needs.
Strong problem-solving skills under pressure and excellent communication/public speaking abilities.
Be fluent in Spanish and English.
Proven ability to build and maintain customer relationships, ensuring SLA compliance and high satisfaction.
Availability to travel on short notice (low yearly travel ~5%)
Experience in Technical Support and/or customer-facing environments.

Benefits

Comp & perks

Flexible and hybrid working schemes
A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
Life insurance to all employees to provide peace of mind and financial security
Well-being programs to support your mental and physical health
Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
Employee Growth Solutions to support your personalized career & skills development
Diverse pool of Coaches & Mentors to whom you have easy access
A learning environment which promotes personal growth and professional development - for your role and beyond