General Information

Req #
WD00012102
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Friday, November 19, 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.

Lenovo (HKSE: 992) (ADR: LNVGY) is 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. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.


The one thing that’s missing? Well… you...

Description and Requirements

As a Lenovo Premier Field CX manager, you will ensure that all field delivery is up to Premier Support standard quality and requirement. You will be responsible to drive the customer experience and overall satisfaction through field delivery. The FCM develops and maintains an excellent rapport with key customer contacts at multiple levels through excellent field service delivery experience.


The FCM acts as a single point of contact for service issues ensuring responsiveness and resolution on field related and being able to exercise the SOW with partner effectively. Able to utilize the feedback from the account and knowledge built, the TCM works existing processes to improve efficiency, quality and reduce the cost of service delivery, setting up new processes as needed together with partner and TAM.


The FCM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis/results for the service metrics internally and externally on the time line required (weekly/monthly/quarterly) on delivery performance and excellence progress tracking.


The FCM must be comfortable dealing with all levels of customer as when needed will need to manage customers and relationships when escalations arises from field service with solid action plan. He or she will be an active advocate for our Customers’ services needs within the business.


Day-To-Day Responsibilities:

Relationship:

  • Able to maximize the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle on field service. The TAM manages delivery escalations and acts as the customer’s advocate.
  • Effective ownership, communication, coordination, and facilitation of support service activities which includes field delivery performance, able to work closely and influence and make do on field service mindset on premier and manages the end to end of field service escalation effectively.

Escalation management:

  • Acts as a single point of contact for field service escalation coming from TAM and support centre where service level is at breached.
  • Develops and delivers post-incident reports on all critical support incidents and escalations to support TAM when needed.
  • Uses complex analytical skills to recognize trends and improve performance.

Prevention:

  • Requires a general understanding of and technical competence in PC technologies.
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends.

Support:

  • Leads complex service field delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.

Collaboration:

  • Compiles, analyzes and interprets statistical data and trends relating to field service level performance, operations and improvement.

Key Competencies Needed:

  • Superior knowledge of PC technology, market trends, vendor competition.
  • Ability to effectively interact and communicate with different levels of people.
  • Excellent presentation, communications and interpersonal skills.
  • Proficient in Microsoft Office programs and PC technologies.
  • Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
  • Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required.