Engineer - Customer Complain Analysis and Solution Implementation

Job Purpose

We are looking for a motivated Engineer - Customer Complaint Analysis & Solution Implementation to strengthen our Access Network Operations team. This role is responsible for in-depth technical analysis of customer complaints, identifying root causes, and implementing timely, effective network solutions to enhance coverage, capacity, and overall Quality of Service (QoS) across 2G, 4G, and 5G networks.

The Job

• Analyse access network-related customer complaints and provide expert-level technical solutions within assigned region or regions.
• Conduct customer premise visits, field investigations, and drive testing (VIP analysis, application testing, routing analysis) as required.
• Analysis to identify and proactively resolve service and quality issues impacting customer experience.
• Plan and implement cost-effective engineering solutions, ensuring optimal use of network resources.
• Coordinate closely with Network Planning, Network Operations, Customer Field Support teams, and external vendors to deliver end-to-end solutions.
• Perform service verification on delivered solutions and close-loop communication with customers to confirm resolution.
• Assist with coverage and capacity planning by providing insights based on customer complaint trends and statistics.
• Support Access Network Quality Assurance initiatives, network optimization activities, and feature trials.
• Monitor network KPIs and contribute to achieving divisional SLAs with high quality standards.
• Able to study and identify automated complaint handling process for moving from manual interventions to Agent assisted to reduce analysis time and delivering timely resolution.