Lenovo

This role serves as the business segment focal point and leader for a set of ISG Products.  The successful candidate will lead Lenovo ISG’s highest level of Field Support.  Responsibilities will include leading a team of engineers in diagnosing and resolving, field problems along with closing the loop with knowledge articles and feedback to our development and product assurance organizations. Product Engineer (PE) responsibilities will apply to the cases that require problem determination and problem source isolation on systems, subsystems, and all the various components within a Customer solution.  As stated in regards to close loop this includes providing technical expertise to the field on problem determination / isolation and providing action plans to resolve client issues. Developing and maintaining a relationship with Development to have collaborative engagements for the further analysis of design, and architectural issues is a must. The leader is expected to manage pervasive field issues, drive field communications, and prioritize fix releases.  Driving organizational capability in ensuring that the right staffing levels, lab equipment and logistics of off-shift support is crucial to the long term success.

Fluent spoken and written English communication skills is a requirement to interact with customers, Lenovo project managers and other engineers. It is expected that the leader will participate on internal and external conference calls to explain technical issues. The manager will also provide internal and external written technical communications. Successful candidate will have working knowledge of ISG systems, demonstrated team leadership or management competencie, and knowledge of the field support process and customer engagement.  Ideally the candidate will have first-hand experience working directly with customers either by phone or at customer site.

 High Level of Experience Hardware Troubleshooting of x86 Server
•    Deep understanding of server architecture
•    Use lab hardware to replicate customer configuration in order to replicate customer failure mechanisms.
•    Read and interpret hardware error logs & OS logs to isolate customer problems.
•    Partner with Development and Level 2/3 teams to drive fixes for field issues.
•    Participate on pre-product activities, taking technical positions for defect deferrals and HW design changes.
•    Interface with client teams and customers to explain technical solutions and maintain customer satisfaction.
•    Generate technical documentation for service personnel and clients to follow.
•    Provide on-site assistance to resolve critical client technical issues (when required).
•    Maintain key data for products assigned (specifications, publications, product tips, defects, engineering changes/history, product roadmaps, lifecycle, new product introduction, releases
•    For ‘Critical’ cases or client outages, position may require ability to project manage collective Remote Support/ OEM / Lenovo teams to urgently restore client outages. 
•    Order and maintain capital assets and lab equipment.
•    Engage and interact with geographical teams.
•    Participate in on-call rotation cycle to address critical customer issues.