General Information

Req #
WD00029783
Career area:
Services
Country/Region:
Argentina
State:
Capital Federal
City:
CABA
Date:
Tuesday, May 10, 2022
Working time:
Full-time
Additional Locations: 
* CABA - Capital Federal - Argentina

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

SMO Service Coordinator Lead

The SMO (Services Management Office) Service Coordinator Lead will be responsible for management and supervision of the Customer Service Coordinator team members supporting the Service Delivery Manager to deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers.

We are seeking candidates ideally with experience in the following disciplines and can provide direct leadership over a team of 10-15 individual contributors:

Order Management

  • Oversee the processing of orders for new devices, and re-deploying existing devices
  • Support the device forecasting process
  • Order Management – Order to Install process
  • Oversee configuration of Desktop, Laptop and Tablet devices
  • Monitor and manage the inventory levels
  • Utilize Order Management tools

Account Management

  • Can translate contract terms into operational deliverables
  • Manage the service lifecycle of deployed devices
  • Creation of customer invoices
  • Well versed in Purchase Order administration
  • Indirect client relationship exhibiting ownership and transparency

Service Management & Productivity Improvement

  • Experience in an Account Operations environment
  • Manage incidents and requests from clients
  • Facilitate a resolution to any technical escalations
  • Prepare documentation to track and report on SLA performance
  • Identify and support initiatives to improve client service delivery
  • Build solid working relationships with partners & suppliers

Client Experience

  • Interact with the clients
  • Facilitate an answer to any queries associated with their aligned contract(s)
  • Be on top of any issues within their customer environment
  • Demonstrate an obsession to maximize client satisfaction levels

Supervisory Experience

  • Day to day leadership of 10-15 individual contributors
  • Perform bi-annual performance reviews
  • Hiring Manager for all future growth and resource backfills

Position Requirements

•     3-5 years project coordination experience, ideally in a services environment  

•     1-2 years Supervisory experience

  • History of problem solving and being an escalation point

•     Fluent in English

•     Experience with ticketing tools (preferably ServiceNow)

•     Skilled in Excel / Reporting

•     Persistent, detail oriented, able to multitask

  • Must have a good attitude towards learning, and implementing change

* CABA - Capital Federal - Argentina
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