Lenovo

You will have responsibility for coordinating resolution of Global Critical Situation and Technical Escalation issues affecting our business relationship with our largest Global, Strategic and International customers. The core responsibility will be to ensure the quickest service delivery execution while balancing a high customer experience. The role will involve coordination and regular cadence with WW quality and Geo tech leads and communicating progress to our services leadership, sales organization and direct to customers as needed.

The ideal candidate should have experience in technology service, technical support and service delivery. Candidates must also have excellent written and verbal communication skills, the ability to create and sustain urgency and a proven ability to lead large cross-functional communications and engagements across all levels and teams in the organization: regional service teams, WW service function teams, business unit teams, service parts and sales teams.

Key Responsibilities:

• WW focal in coordinating global critical customer situations with our Geo Crit/tech escalation and cross functional teams within Lenovo to drive resolution for any severe situations and to prevent potential loss of future business
• Ensure an efficient service delivery process is followed and adapted per needs of the business and customer
• Align with quality, services and the sales organizations to ensure clear messaging and communications
• Lead and participate in discussions with customers (including C-level) globally to gather feedback and provide updates
• Utilize all of the company’s resources to resolve customer issues
• Develop action plan that will provide a satisfactory outcome for the customer and deliver highest CX
• Identify, analyze, and interpret trends/patterns in complex data sets; Thoroughly comprehend impact on global install base
• Support Comms package development and plan/process
• Assist in the development of new processes and procedures that will enhance our overall service to our customers
• Support finding the most cost effective solutions to customers issues within the company guidelines that will satisfy the customer to Lenovo's high standards.
• Work closely with management to prioritize business and information needs
• Locate and define new process improvement opportunities

Basic Qualifications:

• 5+ years working experience in the device technology industry.
• Ability to work with WW team members, drive WW projects, participate in after-hours calls
• Languages: Fluent in English (other languages considered a plus)
• Strong communication skills
• Excellent organizational skills, including prioritization, time management and multi-tasking
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Preferred Qualifications:

• Bachelor’s degree or equivalent in Computer Science, Computer engineering, Technical or Business discipline; Technical preferred
• Effective English written & oral communication skills are critical (other languages considered a plus)
• Service Delivery & Support experience in the technology sector preferred
• Project Management experience, PMP certification is a plus
• Strong familiarity with Lenovo’s PC and accessory hardware portfolio and current diagnostic solution
• Ability to think and act both tactically and strategically
• Proven track record of taking ownership and driving results in a cross functional environment