General Information

Req #
Career area:
Thursday, June 9, 2022
Working time:
Additional Locations: 
* Rueil-Malmaison - Hauts-de-Seine - France

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

This position requires to manage agreed service providers for PC repairs in France. The desired candidate will manage the E2E partner lifecycle (activation, monitors performance, and termination, if any). Guides partners on daily operations understands CRM systems and manage service escalations. The selected candidate will be go-to person for the partners in France, as well as for sales on questions concerning these partners. The role requires conducting performance reviews (QBR) with main suppliers, collaborating with different teams across EMEA to bring resolution to service escalations. Ensure desired customer satisfaction & service KPIs are fulfilled.

Knowledge of commonly-used concepts, practices, and procedures within services support functions is required. The candidate will work under the supervision of a local Service Delivery Lead. The focus is to ensure partners in France provide excellent service standards and maintain high customer satisfaction.

Successful candidates will possess excellent communication skills to work closely with teammates and business users in an international context. Must be capable to understand the service delivery business and measure it accurately with analytic tools.  A strong candidate must be analytical, logical, and able to learn quickly, using metrics that cover many different areas of the business.

Job functions:

  • Daily manages the authorized service partners in France, ensures on target KPIs (financial, operational, CX). Uses available data tools for this purpose.
  • Is the face to local sales on topics related to his scope
  • Handle internal & external customer escalations via phone, email, mail. Advises on Lenovo services conditions, identifies the complaint root cause, and follows-up claims upon their resolution.
  • Ability to work as a team player, ensuring good communication across multiple teams within the organization.
  • Build sustainable relationships of trust within internal & external stakeholders
  • Keep records of customer interactions, process customer accounts and file documents
  • Follows procedures, guidelines, and policies
  • Participates in projects to support vendor process enhancements also at the EMEA level

Position requirements:

  • Proven customer support experience, customer-oriented
  • Experience managing vendors, building local vendor relationships
  • Capable of providing accurate analysis on KPIs, and trends by using the right methods/tools. Proposes and drives improvement actions out of it
  • Track record of overachieving quantifiable KPIs
  • Strong communication skills, active listening to adapt to different situations
  • Excellent presentation skills, also on executive level: PPT, excel, meetings
  • Familiar with CRM systems and practices
  • Understands & quantifies costs related to our business   
  • Ability to multi-task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meetings).
  • Bachelor’s degree required
  • Fluency in written & oral French, and English
  • Minimum 3 year’s relevant working experience

What Lenovo can offer You:

  • A multitude of professional and personal development opportunities
  • A very open and flexible work environment within one of the most forwarding thinking IT companies
  • Ultra-flat structures, fast decision-making processes, and a constant focus on customer requirements
  • An international team with a high focus on diversity & inclusion
  • Attractive compensation package 
  • …and a lot of fun: We like to celebrate our successes!