General Information

Req #
WD00023788
Career area:
Hardware Engineering
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Tuesday, May 10, 2022
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

We are seeking a Product Engineering (PE) team leader to support Server products within Lenovo’s Infrastructure Solutions Group (ISG) product portfolio. Lenovo's ISG is innovating the future-defined data center, today. From the simplest to the most complex IT environments for all types of workloads, our servers, storage, networking and solutions help maximize the potential of data centers. The Server PE provides Level 3 technical support to the field, interfacing with Level 1 / 2 to resolve the more complex and/or urgent customer escalations. The Server PE works directly with development, quality and/or manufacturing engineers to isolate and help perform root cause analysis of defect issues. The Server PE also provides field communications such as Service Tips and fix releases, drives field action plans to address design and/or quality issues, manages the technical resolution plan for pervasive field issues, and drives lessons learned through a closed loop continuous improvement process. Product Engineering support begins just prior to product introduction by participating in the Ship Support sign-off and continues through the product life cycle until end-of-life. 

Key Activities: 

  • Interface with customers, Level 1 /2 technical support, and internal Sales teams to drive technical resolution plans for escalated field issues, with key focus on delivering a positive customer experience. 
  • Perform problem determination and defect root cause isolation by analyzing hardware diagnostic & OS logs. 
  • Derive technical action plans with urgency to restore production for outages or severe customer-impacting situations. 
  • Setup systems with customer configuration in the lab to replicate reported field failures. 
  • Instrument lab debug equipment (e.g. oscilloscope, analyzers) to isolate and debug complex failures. 
  • Develop field action plans to address design/quality issues which have affected customers including: Stop ships, field communications (Service Tips and Notable issues), Engineering Change (EC) generation, and rolling Field Replaceable Unit (FRU) stock when necessary 
  • Travel to provide on-site assistance to resolve critical situations (when required). 
  • Participate in pre-product release activities; take technical positions for defect deferrals and HW design changes and approve product readiness for ship support. 
  • Maintain key data for products assigned (specifications, publications, Tech Tips, defects, engineering changes and history, product roadmaps, and lifecycle management).
  • Conduct lessons learned reviews in a quality closed loop process as part of driving continuous improvement of products and processes. 


Basic Qualifications: 

  • 5+ years of hands-on experience with Intel x86 or AMD servers 
  • 5+ years of experience in a technical engineering role doing hardware problem determination and troubleshooting 


Preferred Qualifications: 

  • Bachelor’s Degree in Engineering (e.g. Electrical or Computer or Mechanical) or Computer Science  
  • Knowledge of networking protocols and/or Operating Systems (Windows, Linux or VMWare) 
  • Knowledge of RAID, Storage Subsystems, and Storage Solutions (NetApp) 
  • Working knowledge of Salesforce or other CRM application 
  • At least one year of client-facing experience preferred 
  • Team leadership experience 
  • Strong written and oral skills (English fluency) 


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, subject to any applicable accommodations. To be fully vaccinated 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