General Information

Req #
Career area:
United States of America
North Carolina
Tuesday, July 6, 2021
Working time:

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 not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

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

Description and Requirements

Brief Position Summary:

Lenovo is seeking a qualified person to ensure technical readiness of our Advanced Services support teams. This position will be part of the International Service and Support organization. The qualified candidate will manage support readiness of both Lenovo developed as well as 3rd party hardware, software, and service offerings. This will involve working with multifunctional teams during new product or offering development from concept through launch while making sure all the end-to-end service planning activities are delivered and enabled. Understanding various PC support scenarios and customer expectations within multiple customer environments will be required to be successful. The position will require regular cadence with both regional service teams and various extended teams in Lenovo Services. Project management experience will be needed to deliver results on time. The person is expected to be able to identify opportunities to reduce service cost, improve service efficiency as well as customer experience.

Responsibilities include but are not limited to;
-Develop requirements for entitlement and other IT deliverables for BT/IT to work
-Contribute to e2e process flows for services in order to execute a variety of global offerings

-Coordinate and drive requirements for unique training of various offering types
-Test and determine readiness to execute offerings
-As needed, work with parts, delivery and logistics teams to co-work setting up of new partners, stocking locations or logistics processes



* Contribute to the Business Unit KPIs and company KPIs, specifically:

* Represent Advanced Services and GEO Service in New Product & Service Introduction project teams
* Ensure Services deliverables are met according to planned schedule dates
* Drive reducing in service and support costs and increase in customer satisfaction

* Develop requirements for entitlement and other IT deliverables
* Contribute to e2e process flows for services in order to execute a variety of global offerings
* Coordinate and drive requirements for unique training of various types of offerings
* Test and determine readiness to execute offerings
* As needed, work with parts, delivery and logistics teams to co-work setting up of new partners, stocking locations or logistics processes

* Identify and adopt/implement best practices in to drive improvements worldwide in Services perspective.
* This job involves project management, planning, and strategizing for the launch of hardware, software, and new service offerings.


* Knowledge of Product Development and Life-cycle process (concentration on PC hardware and software problem isolation)
* Knowledge of global warranty, service and support operations (strong call center and field service focus)
* Experience in the end to end service planning for new product launch is advantageous.
* Strong familiarity with Lenovo’s PC and accessory hardware portfolio and current diagnostic solution
* Technical HW and SW knowledge of PC products (desktop, notebook & workstation desired)
* Very strong analytical skills including ability to identify trends and anomalies when analysing data.
* Possess excellent reporting skills to produce clear and concise reports.
* Fluency in speaking, reading, and writing in English
* Ability to communicate effectively with functional peers, management and executives.
* Strong analytical skills and ability to see things in different perspective.
* Must be self-directed and able to solve complex problems and to drive issues until closure.
* Must be energized by change and adaptable to the dynamic needs of the business
* Must be proactive and seek ways to constantly improve the Lenovo business
* Must have knowledge of Lenovo’s business or similar, and/or a desire to learn quickly
* Ability to work well with all levels, especially with the immediate team
* Very strong interpersonal skills across cultures, including excellent listening skills and diplomatic skills
* Ability to manage multiple deadlines and work with a sense of urgency
* Ability to solve complex problems and be persistent and assertive in the face of obstacles
* Flexibility to work on non-regular hours to meet global needs or to complete deliverables on time.

Critical Skills

Level of Skill 1-5, (5) being the highest

Skill Level

Product Development/Project Management

methodology 4

Data querying and analysis

(macro programming, pivot table, graphing) 4

Leadership 3

Analytical and Problem Solving 4

Teamwork/Independent/Flexible 3

Oral/Written Communication in English 4

Knowledge of Lenovo’s business or similar 3

Minimum Education and Experience Requirements:

4 yr degree or equivalent in computer or technology related field or business

Min. 5 years of work experience in technical service and support and/or technology-based project management.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.