Lenovo

Role: LAS Quality Region Coordinator
The ideal candidate is an engineer by training with strong communication and organization skills. The hiring location is Santiago. We would expect some travel, both to Morrisville in the US and periodically to troubled accounts or partners in the region.  Portuguese language skills are a plus in that there may be, on occasion, to support the needs of Brazil.

Role description:
In this role, the candidate will act as the LAS Customer Quality Engineering focal to the geo stakeholders, help define and manage the communication cadence, work on projects related to LAS customer quality, and facilitate onsite engineering tasks for stalled, widespread, or difficult cases with significant business risk.  The candidate will also work in tandem the LAS Services team on collaborative projects and to collect actionable data on large-scale issues and the voice of the customers.

Role and Responsibilities:
1.    Manage Customer Quality Program in LAS
a.    Act as the LAS Customer quality engineering focal to the region stakeholders, by:
i.    Implementing and firmly establishing throughout LAS a Customer Quality Program to monitor, manage, and report product quality and performance issues in support of Lenovo’s Smart Quality Management Model
ii.    Identifying region stakeholders from both services and sales organisations down to country level – with a view to establishing a “who’s who communications matrix” to facilitate communication in the region
iii.    Defining the communications cadence and driving regular interlocks with the region stakeholders - reporting on status of top issues
iv.    Driving executive level communications cadence with LAS and WW executive sponsors
v.    Establishing and developing a good working relationship with the region stakeholders to promote Customer Quality Engineering in LAS
b.    Drive improvements in the end-to-end resolution time and effectiveness of Customer Quality Engineering, by:
i.    Identifying and expediting the investigation and resolution of the top product quality and performance issues with significant business risk – KPI: TTS (<25 days for LAS)
ii.    Collaborating with the extended services community (FTSS, Premier, Level 2, CritSit) to assure accurate failure analysis and problem recreation data capture – KPI: TTS (<25 days for LAS)
iii.    Collaborating with WW Customer Quality Engineering, Development and ODMs to support problem investigation and resolution - KPI: TTS (<25 days for LAS)
iv.    Providing Engineering support to the customer account and CritSit teams in the resolution of the problem and deployment of the solution – KPI: number of Crits (reduce YoY)
v.    Utilising Fu Pan process to identify improvements and best practice in the end-to-end support process of product quality and performance issues in LAS

2.    Provide engineering support on product quality issues in LAS, by:
a.    Representing Customer Quality Engineering in LAS for the top product quality and performance issues with significant business risk
b.    Taking ownership and full end-to-end responsibility for the resolution of product quality and performance issues in LAS – minimising customer down-time and/or business impact
c.    Providing leadership and direction to the LAS services and sales teams on the resolution of such issues
d.    Providing guidance and support to WW Customer Quality Engineering team in support of the resolution of these issues – facilitating communications with the customer, and regional services and sales teams
e.    Engaging directly with customers on reported product quality and performance issues – providing onsite engineering support as necessary

3.    Implement VOC Program for Product Quality in LAS, by:
a.    Establishing regular interlocks with region stakeholders in both services and sales organisations to solicit feedback on Customer Quality Engineering’s performance in addressing product quality and performance issues
b.    Engaging with and supporting the largest customer accounts/deployments in the region providing direct customer feedback on product quality and performance in the field
c.    Developing an early warning system to proactively identify potential pervasive product quality and performance issues in the field pre and post product deployment
d.    Appraising WW Customer Quality Engineering of large product rollouts in the region
e.    Collaborating with LAS Services Quality focal in the support of on-going product quality and performance issues in the field and in the identification and proactive management of potential product quality and performance issues
f.    Conducting product pioneering reviews with the largest customer accounts in the region supporting the customer with their IT strategy and direction, devising innovative approaches to supporting the customer’s IT ecosystem

4.    Proposed Project support
a.    CXS Program
i.    Personally participate in new product CX focused audits (FAI and Beta) providing direct feedback to CXS team on product quality and performance across both Consumer and Commercial segment products
ii.    Support CXS team to deploy CXS program in LAS identifying target countries and audience to participate in CX focused audits (FAI and Beta)
iii.    Support CXS team in conducting mass production audits in manufacturing, onsite at customers, and at vendor sites (e.g.: Repair Depots)
b.    STAMP projects – preparing for new initiatives and projects for the new fiscal year for the purpose of improving Quality outcomes in the region

Role Priorities:
1.    Management of Top issues
2.    Region Stakeholder management
3.    Interlocks with region stakeholders

We are equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as veteran and basis of disability or any other federal, state, or local protect class.