General Information

Req #
WD00060032
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Monday, January 8, 2024
Working time:
Full-time
Additional Locations
* Germany - North Rhine-Westphalia - Essen
* Germany - Saxony - Dresden
* Germany - Lower Saxony - Hannover
* Germany - Bavaria - Nuremberg
* Germany - North Rhine-Westphalia - Duisburg
* Germany - North Rhine-Westphalia - Bochum
* Germany - Hesse - Wiesbaden
* Germany - Rhineland-Palatinate - Mainz
* Germany - Schleswig-Holstein - Lübeck
* Germany - North Rhine-Westphalia - Oberhausen
* Germany - Mecklenburg-Western Pomerania - Rostock
* Germany - Thuringia - Erfurt
* Germany - North Rhine-Westphalia - Hagen
* Germany - Brandenburg - Potsdam
* Germany - Saarland - Saarbrücken
* Germany - Rhineland-Palatinate - Ludwigshafen
* Germany - North Rhine-Westphalia - Mülheim
* Germany - Lower Saxony - Oldenburg
* Germany - North Rhine-Westphalia - Neuss
* Germany - Bavaria - Regensburg
* Germany - North Rhine-Westphalia - Paderborn

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub. 

Description and Requirements



This role is remote, anywhere in Germany.

As a Field Technical Consultant (FTC), you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will use the insights gained from customer account teams, who you will collaborate with, to handle high impact situations and resolve them successfully. You are expected to produce analyses of customer situations, working with the Lenovo Support Teams when needed.

What You will do:

Escalation management: as a single point of contact for customer escalations; own the coordination and oversight to problem solving efforts.

Support: Lead complex service delivery and develop creative resolutions to complex problems in accordance with a Statement of Work.

Relationship:
  • Maximizes the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle. The Field Technical Consultant manages customer escalations and acts as the customer's advocate.
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers Escalation management:
  • Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
  • Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships,
  • Uses complex analytical skills to recognize trends and improve performance

Prevention:

  • Requires a general understanding of and technical competence in PC and Cloud technologies.
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends Optimization:
  • Identifies and leads continuous improvement activities in support of customer or internal business processes Support:
  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.

Collaboration:
  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness.
  • Excellent presentation, communications and interpersonal skills
  • Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required.

Position Requirements: 
  • Business fluent English and German language.
  • Superior knowledge of DWS, PC and Cloud technology.
  • Ability to effectively interact and communicate with Senior executives to CXO level.
  • You will need brings experience in some of the following areas: Asset Management Tools; Patch Management; Driver Management; Image Management; (Modern) IT Deployment solutions; PC architecture knowledge; In depth knowledge of current Windows operating systems ; Windows engineering; Diagnostics and trouble shooting

What we can offer You:
  • Employee Share Purchase Plan
  • Employee Assistance Program, e.g., for health, legal & financial consultancy
  • Pension Plan
  • Meal Allowance / Lunch Vouchers
  • Internal E-learning Development Platform Available for Employees
  • Specialized Development Trainings (based on nomination process)