General Information

Req #
WD00014682
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Tuesday, December 7, 2021
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

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

Knowledge Management Manager

Job Description:

Our team is focused on developing online articles and content to assist customers to self-help and self-heal using Non-Voice support. The team consists of engineers, architects, technical writers, media, and enhanced content developers focused on delivery methods that display real-world scenarios via simulation and product demonstration.  Our objective is to improve the customer eSupport journey by enabling the end-users with a better experience of Lenovo products. This group will develop technical documents, white papers, demonstrations, videos that are available to customers via support.lenovo.com.

Requirements:

•            You will closely monitor and improve Web OSAT activity and performance to the service level KPI’s, escalating issues to appropriate teams and business owners.

•            Developing and presenting analysis/results/actions for the metrics within the required timeframes, and constantly striving to improve our end customer experience.

•            As our Knowledge Management Manager, you will be an active advocate for our Customers’ needs within the eSupport business.

•            Excellent written and verbal communication skills.

•            Ability to manage, implement, drive, and track projects in a deadline-driven environment.

•            Work with project managers, subject matter experts, product development, and vendors.

•            Ability to build effective teams and drive results successfully across multiple locations in a complex cross-functional organization required.

•            Proficient in Microsoft office programs and PC technologies.

•            Understand SEO to improve content discoverability.

People Management:

•            Performance management and coaching within the Lenovo framework, including meeting timelines for consolidation and review.

•            Utilizing the feedback from the reporting and knowledge gained, you will reimagine existing processes to improve efficiency, quality and effectively manage the cost-of-service delivery, setting up new processes as needed.

•            Responsible for the day-to-day management of the Knowledge Management staff, shift management, personal development, technical training, and general people management-related duties.

KPI Management:

•            Lenovo uses a strong KPI methodology of managing performance within the services organization. You will be strongly familiar with using dashboards and deep-diving misses to continually improve service delivery to our customer base.

•            Data analysis, using the provided reports and data sets to form opinions and plans for continuous improvements

Professional Experience:

•            Superior knowledge of Lenovo PC, and Lenovo server technology, market trends, other vendor competition, sales strategies, and management principles.

•            Ability to effectively interact and communicate with a senior executive to CXO level personnel.

•            Excellent presentation, communications, and interpersonal skills.

•            Excellent organization skills must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.

•            7+ years’ experience and ability to work independently

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.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19 by January 18, 2022, subject to any applicable accommodations. To be fully vaccinated by January 18, means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America