Grow with us!
- This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in Boise, Idaho and relocation is not offered for this position.
- Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working on EAD for this position.
Ericsson Enterprise Wireless Solutions was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect Beyond the limits of wired networks. We help customers - big and small, across industries and around the world - utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We're at the forefront of the Wireless WAN and 5G - the next big waves in networking - and we remain as hungry and humble as the day we started. If you're hungry to be part of something big, come join us.
How Will You Contribute to the Company:
The Manager for the Technical Support Team will coach, motivate, and inspire their team members to achieve and exceed performance results. They will lead a team of service experts to amaze and astound customers, providing proactive account management and effective resolution to various customer concerns. As leaders, Managers demonstrate strong interpersonal, time management, and multi-tasking skills. They can quickly adapt to change and model a positive, can-do attitude of service. Managers assist their team of agents in reaching career and organizational goals with direction from the Sr. Manager. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action, and achieving results. They collaborate with other leaders serving a joint customer base and provide critical leadership support to meet customer value objectives for that customer base.
What you will do:
- Assure the Technical Support Team is effective and efficient, meeting the needs of our customers using appropriate, ongoing evaluation systems and professional growth strategies
- Work with peers and leadership to develop and implement strategic plans, initiatives, and direction within the TSS team
- Set productivity standards and goals for Support Agents and monitor daily/weekly/monthly progress to ensure professionalism, accuracy, and use of the information given and performs annual performance appraisals
- Handle difficult customer inquiries and complaints referred by Support Agents
- Good understanding of troubleshooting techniques. via the phone, chat, email, and on occasion direct contact
- Technical writing (i.e. documenting processes and policies, training material, etc)
- Good understanding of maintaining and handling case management records using CRM
- Recommend enhancements to Cradlepoint Products and Services
- Engage with others within TSS to provide direction and support to address and manage customer issues
- Manage timecards and time-off requests for your team
- Responsible for addressing and resolving personnel-related matters, including performance management, conflict resolution, and employee relations
- Additional duties as needed
The skills you bring:
- At least five (5) years of relevant customer service experience
- Two (2+) years of leadership experience in a relevant customer service environment
- High school diploma, general education degree, or equivalent
- Passion for customer experience
- Leadership and team-building skills
- Familiarity with CRM tools such as Salesforce Service Cloud
- Familiarity with Knowledge-Centered Service
- People management and development skills
- Must enjoy working in a high paced environment with strong customer service skills
- Excellent communication, interpersonal, and organizational skills
- General knowledge of relevant computer applications such as; Microsoft Office including Outlook, Word, Excel, PowerPoint, and all modern web browsers
- Ability to handle stress and adjust to changing priorities
- Knowledge of administrative procedures
- Problem analysis and problem-solving
- Provides process improvement ideas to management
- General technical knowledge and first-level troubleshooting ability of networking and cellular technologies and subscription services
Why join Ericsson?
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Boise (ID)
Job details: Service Delivery Line Manager
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Ericsson
paid time off, sick time, 401(k)
Aug 13, 2025