General Information

Req #
WD00029129
Karrierebereich
Dienstleistungen
Country/Region:
Deutschland
State:
North Rhine-Westphalia
City:
Essen
Date:
Tuesday, May 3, 2022
Working time:
Full-time
Additional Locations: 
* Essen - North Rhine-Westphalia - Deutschland
* Stuttgart - Baden-Wurttemberg - Deutschland

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

In the role of Field Technical Consultant, you will work under the direction of the EMEA PMO and within a team of other FTCs and will be responsible for managing and resolving customer technical issues. Utilising the feedback from the account and knowledge built, you work existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.

You monitor closely resolution activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally as required (weekly/monthly/quarterly).

You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales, Services leadership and Technical communities within Lenovo. You will be an active advocate for our Customers’ services needs within the business.

This role will report directly to the head of EMEA PMO.


Relationship:

  • Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The Field Technical Consultant manages customer escalations and acts as the customer’s advocate.
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers

Escalation management:

  • Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
  • Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships,
  • Uses complex analytical skills to recognize trends and improve performance.

Prevention:

  • Requires a general understanding of and technical competence in PC and Cloud technologies.
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends

Optimization:

  • Identifies and leads continuous improvement activities in support of customer or internal business processes

Support:

  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

Collaboration:

  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness

Position Requirements: 

  • Superior knowledge of PC and Cloud technology, market trends, other vendor competition, sales strategies and management principles
  • Ability to effectively interact and communicate with Senior executives to CXO level personnel
  • Excellent presentation, communications and interpersonal skills
  • Proficient in Microsoft office programs and PC technologies
  • Excellent organisation skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment
  • Ability to build effective virtual teams and drive results through others in a complex cross-functional organisation required
  • Flexibility and agility are key requirements along with a passion to learn to use state of the art technologies
  • The ideal candidate brings experience in at least some of the following areas: SCCM, Asset Management Tools, Patch Management, Driver Management, Image Management, (Modern) IT Deployment solutions, PC architecture knowledge and in depth knowledge of current Windows operating systems, Windows 10 engineering, diagnostics and trouble shooting
  • Business fluent English and German language
  • Travel flexibility

About Lenovo Services

We think and act differently!

Lenovo Services adopted a new way towards a smart transformation to become a solution-based company. Services offer a comprehensive portfolio of services that support the full lifecycle of the Lenovo products. At every stage from planning, deployment, support to asset disposal we offer the expertise and services to more accurately budget for the customer`s IT expenses, deliver better SLA and generate greater end user satisfaction.

Shape a new Services culture with us!

What Lenovo can offer you:

  • An open and stimulating environment within one of the most forward-thinking IT companies 
  • Opportunities for career development & growth 
  • Access to training for personal development 
  • An international team with a high focus on Gender Diversity 
  • Attractive compensation package and Performance-based rewards
  • Home office flexibility upon team agreement

At Lenovo, we are proud to be an equal opportunities company. Of course, this also applies to people with disabilities.

https://www.youtube.com/watch?v=hU5Rr3gLEXAhttp://


Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

Youtube Video


* Essen - North Rhine-Westphalia - Deutschland, * Stuttgart - Baden-Wurttemberg - Deutschland