General Information

Req #
Career area:
Selangor Darul Ehsan
Saturday, August 6, 2022
Working time:
Additional Locations: 
* Selangor Darul Ehsan - Selangor - Malaysia

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

Summary: Being part of our Services team, you will be responsible for Customer Experience, Vendor Management & Upselling Services

Service Delivery

Own the service delivery chain to ensure the best customer experience for all Lenovo customers:

  • Manage all day-to-day Service operations to all customer delivery are done within SLA or customer expectations.
  • Good understanding of all customer dissatisfaction issues and constantly seeking ways to improve the process or systems to minimize dissatisfaction and enhance the good experience.
  •  Ability to analyze and deep dive to the root cause of issues.
  • Be the Customer Experience (CX) focal to influence and learn good customer service practices sharing across different service touch points

Vendor Management 

Strong and effective governance of FS Vendor and Supplier management:

  • Manages service partners to deliver services according to agreed KPI and scope of work.
  • Manage overall Service Delivery cost and expense, keeping tight to the budget allocated.
  • Thorough knowledge of End-to-End Service Delivery process and is able to constantly develop service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency.
  • Ability to run Service Partners Audits to ensure consistent practices and compliance.

Upsell Services

  • Strong business acumen to identify opportunities to Upsell Advance services:
  • Has knowledge of the IT Service industry and able to identify potential gaps for Upselling on Advance services to customers.
  • Knowledge of service partners that can be reached to extend Lenovo’s range of service capabilities.
  • Enablement of service partners to enhance service options.
  • Ability to manage the business and financial data to manage profitable margins in Upsell Services.

Credentials needed:

  • Min 5-7 years of direct experience managing  IT-related Customer Service centers / Field Service.
  • Min 3-5 years of direct experience in Vendor Management.
  • Min 2-3 years experience being a people manager.
  • Diploma or Bachelor’s Degree in Business Administration, Computer Science, or Engineering.
  • Experience working in an MNC environment, interacting with out-country counterparts.
  • Excellent interpersonal and communications skills.
  • High ability to manage difficult customer issues or escalation.
  • Excellent written and communication skills

* Selangor Darul Ehsan - Selangor - Malaysia