Lenovo

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