General Information

Req #
Career area:
United States of America
North Carolina
Wednesday, February 15, 2023
Working time:
Additional Locations
* United States of America - North Carolina - Morrisville

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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 Escalation Manager (EM) role is part of the Infrastructure Solutions Group (ISG) Client Care team. An EM is a technical project manager who is engaged on a case-by-case basis as a customer focal to help drive resolution to 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: Teaming 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 customer interface and execution of the technical Action Plan with the customer. Teams with the internal business units for internal/external status communications and meeting requirements. Provide proactive 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 as approved by management. 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.

HYBRID - This position will include work from our Morrisville campus as well as work from home each week.

Key Responsibilities:

  • Interface with all stakeholders, internal and external
  • Prioritize escalations to ensure successful resolution
  • Be responsible for managing the cross-functional resources
  • Ensure all situations are handled expeditiously, with focus on our Key Performance Indicators
  • Ensure the appropriate resources have been allocated
  • Establish and set the correct expectation through effective communication
  • Ensure “the voice” of the customer is always heard
  • Analyze and monitor customer escalations
  • Provide weekly regional status updates for every complaint and critical situation
  • Identify, manage and record trends and collaborate with our PE organization on product defects
  • Review all escalations and engage all escalated service requests through our CLIP process
  • Solicit feedback from customers and cross-share their input to drive efficiencies and improvements
  • Work with management on new & innovative procedures to drive optimization and efficiency
  • Review all pervasive & Notable Issues that may impact our existing and future customer base
  • Comply with Lenovo Corporate & Regional Policies as well as Lenovo Business Conduct Guidelines

Basic Qualification:

  • 5+ years of industry experience 
  • Bachelors degree or 10+ years of experience in industry

Preferred Qualification:

  • Perform under pressure
  • Team player and a self-starter
  • Critical thinking, analytical ability, and problem solving
  • Strong verbal and written communication skills

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.

Additional Locations
* United States of America - North Carolina - Morrisville
* United States of America
* United States of America - North Carolina
* United States of America - North Carolina - Morrisville