Lenovo

Description and Requirements  

 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. 

This role is remote, anywhere in Germany. 

What You will do:

Escalation management: 

·         Act as a single point of contact for customer escalations. 

·         Own the coordination and oversight to problem solving efforts. 

Support: 

·         Lead complex service delivery and develop creative resolutions to complex problems in accordance with a Statement of Work. 

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. 

·         A passion to learn and use state of the art technologies. 

·         The ideal candidate brings experience in some of the following areas: 

·         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. 

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