General Information

Req #
Career area:
Supply Chain
Nuevo León
Friday, September 24, 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

The EM (Escalation Manager) role is part of the DCG Client Care team.  An EM is a technical project manager who is engaged to help drive resolution on customer 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.  The primary responsibilities of the EM role include: Teams with differing 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. Teams with Product Engineering & Development to prepare any technical presentations for the customer. Ensures fulfillment of parts and machine replacement requests as approved. Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution. Completes a closed loop / lessons learned template when closing each case with a focus on identifying actionable items to drive improvements in the business or process.

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.