General Information

Req #
WD00019394
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Tuesday, December 14, 2021
Working time:
Full-time
Additional Locations: 
* Essen - North Rhine-Westphalia - Germany

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 a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

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 report to Technical Support Manager based in Germany.


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


What Lenovo can offer You:

 

 An open and stimulating environment within one of the most forward-thinking IT companies 

 Opportunities for career development & growth 

 Access to trainings for personal development 

 An international team with a high focus on Gender Diversity 

 Attractive compensation package and Performance based rewards 



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!


At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

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.

* Essen - North Rhine-Westphalia - Germany