Why Work at Lenovo
Description and Requirements
This is Program Manager position that will have responsibility for capturing and tracking potential field issues on PC products from launch through the end of warranty period. The core responsibility will be to act as a liaison between service delivery and product quality to provide open communication of potential service issues to quality and product development to help drive remediation on those potential issues to minimize customer and service impact. The role will involve regular reporting of global service activity at a product line level to identify symptoms and trends that warrant additional investigation from product quality. A closed loop communication plan and status reporting back to GEO service delivery teams will be needed. Expected KPIs with be to measure and reduce the number of technical escalations and support the improvement of overall product quality measure by repair actions.
The ideal candidate should have experience in technology service, technical support and/or quality engineering. Candidates must also have excellent written and verbal communication skills, the ability to create and sustain urgency and a proven ability to lead large cross-functional communications and engagements across all levels and teams in the organization: regional service teams, WW service function teams, business unit teams, service parts teams, and web teams.
Key Responsibilities:
- Managing a reporting and communication BMS for Product Service & Repair Quality
- Capture potential product service quality issues and create tracking reports from various GEO delivery channels including contact center, field service, and 3rd party repair partners.
- Monitor service and support trend data to identify new potential issues especially during a post launch Early Warning period.
- Drive the disposition and remediation of captured field issues with Product Quality to improve current and future product design.
Basic Qualifications:
- 5+ years working experience in the device technology industry.
- Bachelor’s degree or equivalent in Computer Science, Computer engineering, Technical or Business discipline; Technical preferred
- Ability to work with WW team members, drive WW projects, participate in after-hours calls
- Languages: Fluent in English
Preferred Qualifications:
- Effective English written & oral communication skills are critical.
- Service & Support or Quality experience preferred.
- Strong familiarity with Lenovo’s PC and accessory hardware portfolio and current diagnostic solution
- Experience with Six Sigma tools and Lean techniques
- Ability to think and act both tactically and strategically.
- Proven track record of taking ownership and driving results in a cross functional environment.
- Bias for action and ability to juggle multiple projects.
- Power BI knowledge is a plus.
Base gross monthly salary starts from 2.500 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also variable part (a bonus) in value of 12% of your annual earnings.
What Lenovo can offer you:
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- A broad selection of soft and hard skills trainings and individual mentoring
- 1:1 contribution to the Third Pillar Pension System
- Home office flexibility upon team agreement