General Information

Req #
WD00028220
Career area:
Hardware Engineering
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Friday, May 13, 2022
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

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$60 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

The Customer Self Support team is responsible for developing online content and maintaining the eSupport journey to assist Lenovo customers to be able to self-help and self-heal. In this role, the Operations Team Lead will identify and prioritize content to aide customers in this journey. This candidate will lead a team of content developers responsible for creating and curating technical support content. This content will be aimed at providing Lenovo customers with the means to resolve issues themselves, and more easily obtain service from Lenovo and improve their use of Lenovo products.

The team consists of engineers, architects, and technical writers, media and enhanced content developers focused on delivery methods that display real-world scenarios via simulation and product demonstration. We have access to a lab full of hardware, a production studio for video development/recordings, a classroom, and software needed to develop the technical content we produce.

As content is produced the Operations Team Lead will be responsible for testing and validating these solutions to ensure the highest levels of quality. To improve the Knowledge base effectiveness rate daily tasks will include monitoring Lena interactions, understanding top forum topics, and reviewing eSupport customer comments. This individual will additionally be responsible for developing a consistent FOP strategy across the different Lenovo brands.

Roles & Responsibilities:

  • Formulate content strategy to improve Self Help and Heal content for Lenovo Customers.
  • Provide content workflow, direction, prioritization.
  • Perform quality control, maintenance/curation.
  • Leverage content across different content management systems.
  • Develop consistent FOP strategy across the different Lenovo brands.
  • Provide eSupport solutions to help customers and reduce call volume.
  • Monitor Lena interactions, Top forum topics, eSupport customer comments.
  • Strive to improve the customer eSupport journey."

Basic Qualifications:

  • Bachelor’s Degree or Equivalent Experience
  • 7+ years of Technical PC (Personal Computer, Server and/or Storage Hardware Skills experience
  • 5+ years of Operating Systems (RHEL (Red Hat Enterprise Linux), Windows Server, VMWare, etc.) experience
  • 5+ years of Technical Collateral and Writing Development experience
  • Strong Customer Experience Focus
  • Problem solving / Data Analysis
  • Analytical software skills
  • Cross-team networking

Preferred Qualifications:

  • Excellent written and verbal communication skills
  • Field and/or remote technical support customer experience.
  • Ability to manage, implement, drive, and track projects in a deadline-driven environment.
  • Works with project managers, subject matter experts, product development, and vendors.
  • Knowledge and experience working with enterprise systems
  • Storage background experience
  • Networking background experience
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.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America