Lenovo

The Services Operations Professional is responsible for customer operations of Cloud Services and will have worldwide customer responsibility. This role is the voice of the customer within Lenovo Services with focus on operational excellence and delivering outstanding customer experience. The ideal candidate for this role must possess 1) technical support service experience with a focus on operations and parts management, 2) knowledge of the customer’s business goals and 3) ability to manage and collaborate with Lenovo partners. The Services Operations Professional will team directly with the Enablement teams and Geography Services Delivery teams. The SOP must have excellent relationship skills with both Lenovo customers and business partners, technical skills, ability to collaborate and solve complex issues, as well as outstanding customer support and professional communications skills. Ensuring the best possible customer experience is the key to success in this role.

This position is based in Morrisville, NC.

Job Requirements:

• Provide customer account reporting to Lenovo entitled systems on support service delivery key performance indicators and metrics
• Engage as a Single Point of Accountability to the client for managing pre-sales and post-sales issues and escalations
• Manages and resolves services maintenance contract remediation issues to ensure proper entitlement and Lenovo service level coverage
• Acts as services liaison for escalation management to coordinate all operational resources necessary to address individual issues or more systemic problems
• Create and manage the Customer Support Plan for all entitled Lenovo systems based on the customer’s present and anticipated future needs
• Quarterly business review (QBR) meetings to review key service outcomes, metrics, and overall customer support plan health

Basic Requirements:

• Bachelor’s degree in computer science, information technology, or related field; or equivalent work experience
• 5+ years of experience working in customer facing/client management role
• 3+ years of experience working in a datacenter or IT infrastructure enviroment in support or management

Preferred Requirements:

• Proactive Service Expert delivering customer satisfaction results with the professional communications and soft skills necessary to diffuse difficult customer situations and work to problem resolution
• Ability to manage Services technical operational execution and parts management
• PMP preferred
• Experience supporting/partnering with large scale global datacenter clients