General Information

Req #
WD00015225
Career area:
Services
Country/Region:
Hong Kong
City:
Hong Kong
Date:
Wednesday, November 10, 2021
Working time:
Full-time

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

Lenovo (HKSE: 992) (ADR: LNVGY) is 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. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.


Key responsibilities:

  • Have both Project Management ( 60% ) and Service Delivery ( 40% ) Responsibilities
  • Project Management related Responsibilities :

As Project Manager to manage DFIRG MA and IMAC contract Maintain both cut sat and project profit Built the Lenovo capability to reduce the weight of service supplier delivery portion Leverage the experience from DFIRG project to further expand the country coverage for retail market services.

  • Service Delivery Related Responsibilities :

Is accountable for balancing cost to service while achieving customer satisfaction with mindfulness on speed of enabling service process to be operationalized within expected timeframe. Maintain teamwork with internal Service functions such as Service Operations, Business Development and other Subject Matter Experts to perform the following:

  • Manage all day-to-day Service operations such that all customers delivery are done within respective customer SLA or customer expectation
  • Good understand of all customer dissatisfaction issues and constant seek ways to improve the process or systems to minimize dissatisfaction and enhance good experience. Ability to analyse and deep dive to root cause of issues.
  • Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points
  • Is the next level Customer Service Escalation point

Strong and effective governance on FS Vendor and Supplier management:

  • Manages service partners to deliver services according to agreed KPI and scope of work.
  • Manage Service Delivery cost and expense, keeping tight to budget allocated
  • Thorough knowledge of End-to-End Service Delivery process and is able to constantly develops service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency.
  • Ability to run Service Partners Audits to ensure consistent practices and compliance

Credentials needed:

  • Min 5-8 years’ of direct experience managing  IT-related Customer Service centres / Field Service
  • Min 3-5 years’ direct experience on Vendor Management
  • Diploma or Bachelor’s Degree in Business Administration, Computer Science or Engineering
  • Experience working in MNC environment, interacting with out-country counterpart
  • In-depth disciplinary knowledge; leverages business acumen and subject matter expertise.
  • In-depth knowledge on how Call centre services, Field Service and Part Supply Chain operates and are managed will be essential
  • Provides deep Subject Matter Expertise advice on program delivery.
  • Thorough understanding and management of customer business needs and expectations.
  • Manages projects and program execution.
  • Excellent interpersonal and communications skills
  • Good spoken and written English is compulsory. Additional language ability like Chinese is an added advantage

Ability to manage difficult customer issues or escalation

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.