General Information

Req #
Career area:
Hardware Engineering
Wednesday, July 20, 2022
Working time:
Additional Locations: 

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

Lenovo Solutions and Services Group is seeking a Product Engineering (PE) professional with hardware quality experience to support building future support experience for Lenovo’s Server and Storage products. Candidate will analyze service delivery, customer experience, and field incident data to identify, lead and implement corrective actions to improve Customer Experience and reduce Service Delivery costs. Together with Service Delivery Manager and extended teams, candidate will define business requirements for automated rules, processes, and procedures to enable customers self-assist or more efficient support by Level 1 while enhancing customer experience. 

These are your detailed responsibilities: 

  • Improve efficiency of Service Delivery by defining and developing field and service delivery quality metrics, statistical process controls, and analyzes data to drive continuous improvement.
  • Monitors and measures Service Data; how-to, informational, parts and labor dispatches, multiple visits or dispatches per case, and analysis of product over product field performance metrics.
  • Performs problem determination and root cause analysis of service case data.
  • Participates in defining customer and support action plans. 
  • Define scenarios for preventative and proactive actions.
  • Define analytics solution that deliver transformative insights from large data sets.

What you’ll bring/ Position Requirements: 

  • Bachelor’s degree in Electrical or Computer Engineering - or Master’s degree - and work experience in product development or product quality management.
  • Hands-on experience with Intel x86 and/or AMD servers is a plus
  • Experience in Development, Manufacturing or Product Engineering or Customer technical support role
  • Demonstrated ability to conduct root cause analysis, plan and implement corrective actions
  • 2 years of hands-on quantity analysis experience
  • Knowledge of statistics and mathematical concepts
  • Advanced skills in Microsoft Excel 
  • Experience in Tableau, Qlik or other data visualization tools is a plus
  • Analytical experience solving problems using data and providing business insight
  • Experience building and telling stories from data
  • Experience driving change through influence and collaboration with a variety of cross-functional stakeholders

Preferred experience:

  • SQL experience
  • Python, Perl, or other scripting languages
  • Business and Financial acumen
  • Advance degree in Mathematics, or Statistics 
  • Understanding global cultures and influencing global teams

What We Will Offer: 

Attractive compensation package:

  • Annual salary review and bonus pay-out based on performance evaluation
  • Service Anniversary Awards
  • Referral Bonus
  • Employee Shares Purchase Program
  • Meal Tickets
  • Children of Lenovo Employees Scholarship Program

Health and Well-being:

  • WELL-BEING allowance – yearly reimbursement for sports, indoor/outdoor sports equipment, non-business/professional trainings, relaxing activities, and coaching/therapy session
  • Private Medical Subscription for employees and family members (children, spouse/ life partner)
  • Life and Accident Insurance
  • Employee Assistance Program

Training and Development:

  • Technical Ladder Program
  • Sales Excellence Program
  • Individual Career Development Plan
  • Lenovo Mentoring Program
  • Internal Learning Platform - Grow@Lenovo
  • Bookster Subscription

Time Away:

  • Between 21 and 28 vacation days per year according to the total years of services
  • 2 sick days per year
  • Additional paid leave time for all employees for the Public Holidays that are on weekend days
  • Additional paid leave time for employees who have children

We are looking forward to discussing this position with you soon!

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.