General Information

Req #
WD00059180
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Thursday, November 16, 2023
Working time:
Full-time
Additional Locations: 
* Germany - Baden-Württemberg - Stuttgart
* Germany - North Rhine-Westphalia - Essen

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub. 

Description and Requirements


This is a technical role within Lenovo’s Premier Technical Support team based in Essen or Stuttgart, Germany. In this role, you will be delivering best-in-class support to Lenovo’s Premier Support customers in Germany. Over phone and email, you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first-time fix rates and dispatching parts engineers to the site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up, and customer communication.

This role directly reports to our Technical Support Manager in Germany.


Day-To-Day Tasks:

  • Assist customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
  • Identify the cause of hardware / software faults and provide a solution
  • Resolve over phone or email or onsite via parts and engineer dispatch
  • Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution
  • Advise & educate customers through combination of experience & guideline documentation to ensure a solution to their technical issues
  • Provide input on recurring customer problems and share that information with other technical team members when relevant
  • Monitor own ‘open case’ workload and drives to closure

Position Requirements: 

  • 3+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers
  • Working Knowledge on Windows Operating Systems and MS Products
  • Technical Knowledge on client (Notebook, Desktop, & Tablets)
  • Business Fluent English and German

What Lenovo can offer You:

  • Employee Share Purchase Plan  
  • Employee Assistance Program, e.g., for health, legal & financial consultancy  
  • Pension Plan  
  • Meal Allowance / Lunch Vouchers 
  • Internal E-learning Development Platform Available for Employees  
  • Specialized Development Trainings (based on nomination process) 
  • Employees Groups (LGBT+, WILL, etc.) 
  • Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.) 
  • Job Rad (Bike Leasing) 

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