General Information

Req #
WD00065329
Career area:
Hardware Engineering
Country/Region:
Romania
City:
Bucharest
Date:
Wednesday, May 15, 2024
Working time:
Full-time
Additional Locations
* Romania

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 #217 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 www.lenovo.com, and read about the latest news via our StoryHub

Description and Requirements

The Quality Escalation Manager is a technical project manager who is engaged to help resolve customer complaints / critical situations. The QEM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams is required. 

Position will be focused on problem determination and problem resolution with the server memory subsystem.


Key Responsibilities:

  • Quickly assess and prioritize proactive customer issues based on severity and impact on business operations.
  • Develop a plan schedule for proactive activity.
  • Work closely with cross-functional teams, including Customer Support, Engineering, Product Management, and Sales, to resolve customer proactive issues in a timely manner.
  • Recommendations for process improvements and product enhancements.
  • Communicate proactively with customers to provide status updates and resolutions to their proactive issues.
  • Document and maintain accurate records of proactive case, resolutions, and actions taken.

Qualifications:

  • Proven experience in a customer-facing role, preferably in a technical support or customer service environment.
  • Strong problem-solving and decision-making skills with the ability to think critically under pressure.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.
  • Demonstrated ability to prioritize and manage multiple critical issues simultaneously.
  • Experience working with cross-functional teams and managing complex projects.
  • Products/services and technical troubleshooting skills preferred.
  • Certification in Customer Service or related field is a plus.

What we offer:

  • Annual salary review and bonus pay-out based on performance evaluation
  • Private medical insurance (covered 100% for employees)
  • Between 21 and 28 vacation days per year according to the total years of services
  • 2 sick days per year
  • Additional paid leave time for all employees for the Public Holidays that are on weekend days
  • Additional paid leave time for employees who have children
  • International team, skills development
  • Hybrid working model, flexible schedule 
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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations
* Romania
* Romania