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...

Lenovo is seeking a talented people manager for NA Premier Technical Account Manager (TAM) team. The position requires strong customer soft skills, account handling, people, basic PC technical and presentations skills. You will have opportunity to be a part of a dynamic team and manage them. This includes ensuring service levels are met across the various Premier support channels and driving a great customer experience. In addition to the operational execution, this position will also be critical in providing feedback on Lenovo’s Customer Experience Team and developing initiatives to help differentiate Lenovo from its competition. Candidates for this position must have proven team, quality improvement, and organizational skills. They must be able to manage priorities and demonstrate a strong aptitude for problem resolution.

 The TAMs develop and maintain an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication. They closely monitor service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. TAMs also act as a single point of contact for service issues ensuring responsiveness and resolution. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). You must feel comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. He or she will be an active advocate for our customers’ services needs within the business.

Basic Requirements:

• 5+ years of experience in services operations
• 2+ years demonstrating leadership skills or leading a team
• Degree/Certification in Technology field, or equivalent experience

Preferred Requirements:

• Leadership background with operation and process knowledge being ideal
• Effective communication skills at all levels - written and verbal
• Superior Customer service skills
• Able to problem solve and think laterally
• Proven ability to learn new and complex technology
• Able to prioritize in a fast paced, dynamic work environment
• Proactively make technology adoption recommendations based on experience and in-depth knowledge of a customer’s needs
• Ability to commit and work with agility and speed to respond to short-notice requests
• Effectively transfer thoughts and expresses ideas verbally in individual or group solutions
• Leadership skills and experience to drive training, coaching, and performance management
• Strong teaming and communication skills required, able to develop relationships quickly and effectively
• Background in working with and interfacing with Technical Support organizations
• Identification and design of Customer Services processes
• Flexible working hours to accommodate needs of the business in a fast-paced Customer Engagement Center environment