General Information

Req #
WD00040353
Career area
Dienstleistungen
Country/Region:
Deutschland
State:
North Rhine-Westphalia
City:
Essen
Date:
Friday, September 9, 2022
Working time:
Full-time
Additional Locations: 
* Essen - North Rhine-Westphalia - 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$70 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

This is primarily a senior technical role where you will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians.

You will report to Technical Support Manager based in Germany.


Day-To-Day Tasks:

  • Assist level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
  • Provide coaching and mentoring to level 1 technicians
  • Troubleshooting to identify products that are defective
  • Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
  • Recreate, identify and provide input on recurring, systemic or high complexity customer problems and share that information with other technical teams when relevant
  • Work with the CritSit team to monitor and track issues to ensure accurate resolution
  • Occasionally distribute pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external)
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities

Key Competencies Needed:
  • Advanced Knowledge on Windows Operating Systems and MS Products
  • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices.
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to use advanced problem solving skills and methodologies
  • Proven ability to learn new and complex technology
  • Able to prioritise in a fast paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
  • Effectively transfer thoughts and expresses ideas verbally in individual or group situations
  • Business Fluent English and German

Candidate Pre-Requisites:
  • 5+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers

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 trainings for personal development 
  • An international team with a high focus on Gender Diversity 
  • Attractive compensation package and Performance based rewards 

At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

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