General Information

Req #
WD00002678
Career area:
Services
Country:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Wednesday, June 9, 2021
Working time:
Full-time

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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

This newly created Level 2 Premier Technical Support Specialist role is primarily a senior technical role and will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians. 

You will be reporting to Technical Support Manager based in our Essen office.

 
Day-To-Day Tasks: 
• Assists level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues 
• Provide coaching and mentoring to level 1 technicians 
• Troubleshooting to identify products that are defective. 
• Advises & educates customers through procedural guideline documentation to ensure a solution to their technical issues. 
• Recreates, identifies and provides input on recurring, systemic or high complexity customer problems and shares that information with other technical teams when relevant. 
• Working with the CritSit team to monitor and track issues to ensure accurate resolution 
• Occasionally distributes pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners 
• Effective communications to key stakeholders (internal and external). 
• Deep Dive appraisals of NPI and service offerings needed 
• Identify tools and automation opportunities. 

 

Key Competencies Needed: 
• Advanced Knowledge on Windows Operating Systems and MS Products 
• Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices. 
• Effective communication skills at all levels - written and verbal 
• Superior customer service skills 
• Able to use advanced problem solving skills and methodologies 
• Proven ability to learn new and complex technology 
• Able to prioritise in a fast paced, dynamic work environment 
• Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests 
• Effectively transfer thoughts and expresses ideas verbally in individual or group situations 
• Business Fluent English and German
 
 
Candidate Pre-Requisites: 
5+ years of experience in Client Technical Support roles. 
Experience within IT Services and Working with Field Service Providers 
 
 
About Lenovo Services 
 
We think and act differently! 
 
Lenovo Services adopted a new way towards a smart transformation to become a solution-based company. Services offer a comprehensive portfolio of services that support the full lifecycle of the Lenovo products. At every stage from planning, deployment, support to asset disposal we offer the expertise and services to more accurately budget for the customer`s IT expenses, deliver better SLA and generate greater end user satisfaction. 
Shape a new Services culture with us! 

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.