Lenovo

As a Field Technical Consultant (FTC), you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will use the insights gained from customer account teams, who you will collaborate with, to handle high impact situations and resolve them successfully. You are expected to produce analyses of customer situations, working with the Lenovo Support Teams when needed.

You must be able to deal with customer representatives at any level, and also with Sales, Services leadership, and technical communities at any level. You will be a trusted advisor for our customers. 

What You will do:

• Escalation Management: Serve as the single point of contact for customer escalations, coordinating resolution efforts across teams.
• Service Delivery Leadership: Lead complex service delivery processes and develop creative solutions aligned with the Statement of Work.
• Customer Advocacy: Act as the customer’s advocate, ensuring their investment in Lenovo products and services is maximized throughout the lifecycle.
• Cross-Team Coordination: Facilitate communication and collaboration between customers, support teams, account teams, and field service personnel.
• Incident Reporting: Develop and deliver post-incident reports for critical support cases, adhering to customer support plans.
• Technical Competence: Maintain a strong understanding of PC and Cloud technologies to support problem-solving and proactive maintenance.
• Continuous Improvement: Identify and lead initiatives to improve customer and internal processes using industry best practices and data trends.
• Data Analysis: Compile and interpret service level and operational data to enhance effectiveness and decision-making.
• Executive Communication: Communicate effectively with senior executives, including CXO-level personnel, using strong presentation and interpersonal skills.
• Organizational Skills: Manage multiple initiatives in a dynamic environment, build virtual teams, and drive results across a complex organization.

Position Requirements:  

• Superior knowledge of DWS, PC and Cloud technology. Keeping up to date on the latest market trends. 
• Ability to effectively interact and communicate with Senior executives to CXO level. 
• Asset Management Tools, Patch Management, Driver Management, Image Management, (Modern) IT Deployment solutions, PC architecture knowledge 
• In depth knowledge of current Windows operating systems, Windows engineering. Diagnostics and trouble shooting 
• Business fluent English and German language. 

What we can offer You:

• Employee Share Purchase Plan  
• Employee Assistance Program, e.g., for health, legal & financial consultancy  
• Pension Plan  
• Meal Allowance / Lunch Vouchers 
• Internal E-learning Development Platform Available for Employees  
• Specialized Development Trainings (based on nomination process) 
• Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.) 
• Job Rad (Bike Leasing) 

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 

Want to know more ?

Check out our Kununu profile!

 
 

 

 

When applying for this position, please send your CV (including covering letter and references) via our Online-Tool.

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!