General Information

Req #
Career area:
Friday, February 24, 2023
Working time:
Additional Locations
* India

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 is a ~US $70 billion global Fortune 500 company and a leader in providing innovative consumer, commercial and enterprise technologies. Globally, our product lines include a full range of commercial and consumer PCs, servers and workstations, and a family of mobile internet devices including tablets and smart phones. We design and build our products to bring progress to the world. Serving customers in more than 160 countries, we take our inspiration from the drive and imagination of the people who make things happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a common aspiration to be the very best. Whether serving our customers, working as a team or contributing to the community, we are working to build a unique company. A company that delivers unparalleled products created and supported by people with a wealth of different cultures and experiences. Our strength lies in this diversity. We are dedicated to fostering an environment that encourages entrepreneurism and ownership. A workplace where people's talents can be challenged and their efforts recognised and rewarded. We employ fantastic people…come join the fun! 

Position Description & Responsibilities:

The KADM is a customer facing resource within the Lenovo services operation reports into the Head of Services Delivery & Customer Engagement and is responsible for

  • Services Delivery to Commercial customers
  • Drive response & resolutions to incidents/Service calls reported
  • Escalation mitigation & management
  • Drive service delivery excellence through extended teams & resources
  • Proactive engagement actions with a predictive mindset and increase customer loyalty
  • Manage field service partners in the assigned territory

You should be able to deliver highest level of customer delight and add value in customer retainer programs, work jointly with sales team and cross function to resolve customer issues and set right expectation on service delivery. Demonstrate “solution seeking and providing” mindset. Ability to sense revenue opportunities with customers would be considered as an asset.

Key Actions:

  • Coordinate with delivery verticals, support teams through systematic interlocks, reporting and analysis.
  •  Alignment with the BU/Product teams to understand the business impact and formulate delivery plans for customers.
  • Focus on Key and potential Accounts, proactively through engagement actions including QBRs, Service Clinics, CXO engagements etc.
  • Drive increased F2F contacts with customers, participate in technical resolution discussions and leverage learning’s to other similar situations.
  • Manage field partners & field resources to attain service delivery KPIs through field visits , cadences & reviews .
 Measurable KPIs:
  • Maintain/Grow CSAT scores
  • Drive faster TAT
  • Operational parameters: RMA, Repeat Repairs, Parts Consumption
  • FSE productivity & Order closure ratio (field partner )

Candidate requirements:

Graduate with 6+ years of relevant experience

Additional Locations
* India
* India