General Information

Req #
WD00017394
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, December 2, 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

Position Description:
As a Lenovo Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Services, you will be responsible to drive the customer experience.  The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication.

For this position, the TAM closely monitors service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers.  In this role, managing the daily backlog of service request and orders to successful conclusion is the primary KPI. 

The TAM also acts 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).

The TAM must be 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.



Day to Day
- Manage Open Service Request and Orders to successful conclusion.

- Collaborates with Technical Team Lead to optimize SLA adherence and performance

- Maximizes the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle. The TAM manages customer escalations and acts as the customer’s advocate.

- Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
 


Escalation management
- Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.

- Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships

- 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 delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

 

Position Requirements:
Key Competencies:
• Excellent presentation, communications, and interpersonal skills

• Proficient in Microsoft office programs and PC technologies

• Ability to effectively interact and communicate with Senior executive to CXO level personnel

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

• Knowledge of PC technology

Previous experience:

• Project management / Program Manager / Escalation Management
• Teamwork
• IT, Customer Services, Field Tech or Account Management

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