General Information

Req #
Career area:
Hardware Engineering
Tuesday, September 14, 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 Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, 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

We are Lenovo!

Currently the number one PC vendor worldwide, we continue to be the fastest growing company in our respective field. We’re a leader in genuine innovation, dreaming up - and building - the technology and services that enable and inspire progress around the world.

We are dedicated to fostering an environment that encourages entrepreneurism and ownership a workplace where your talents can be challenged, and your efforts recognized and rewarded. We’re the progressive thinkers, creative doers and endless tinkerers who will always challenge the traditional and who know true groundbreakers never stand still. No matter what team you’re a part of, joining us you can create real impact.

Come & join our international team.

The Escalation Manager (EM) role is part of the Lenovo ISG Client Care team. An EM is a technical project manager who is engaged to help resolve customer complaints / critical situations. The EM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams (internal and external) is required. 

Position will be focused on problem determination and problem resolution with the server memory subsystem.

The primary responsibilities of the Escalation Manager role include:

Teams with different business units to ensure technical issues are clearly defined, understood, documented, and escalated

Identifies the correct resources needed to drive resolution of a problem and operates as the focal point to facilitate meetings with the required resolution team members to drive a structured and cohesive resolution plan.

Manages the execution of the technical Action Plan with the customer

Teams with the internal business units for internal/external status communications and meeting requirements

Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations

with Product Engineering & Development to prepare any technical presentations for the customer

Approves & fulfills parts and machine replacements requests

Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution

Completes a closed loop / lesson template when closing each case with a focus on identifying actionable items to drive improvements on

Position Requirements:

Project management skills

x86 server architecture knowledge

Excellent communications skills both verbal and written (English)

Customer-facing experience

Multi-tasking skills; ability to run multiple projects at the same time

Previous experience in a team leader or management role

5-8 years of experience in a project manager role or similar position

What Lenovo can offer you:

• An open and stimulating environment within one of the most forward thinking IT companies 

• Flat structures and fast decision-making processes 

• A modern and flexible way of working to combine personal and professional life

• An international team with a high focus on Gender Diversity 

• Attractive compensation package 

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 and basis of disability or any state protected class.

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.