Lenovo

In this role you will be responsible for the operational performance of Lenovo PC warranty Services across the Benelux markets. Your focus is to drive standard warranty service delivery. 

You will work with sales, partners, and retailers to deliver service support (in warranty, out of warranty), CX improvements and work securing cost budget. 

This is a challenging role, but it provides fantastic learning opportunities and the ability to make visible positive changes for our Partners and our delivery processes in this market.

You will report to Senior Manager of Regional Field Services.

The role covers the following tasks:

• Responsibility of the local warranty service partners and their performance. Driving standardization and improvement initiatives within partners
• Ensuring service delivery execution on Customer Experience, SLAs and cost to Lenovo customers (large enterprise, global, SMB, consumer) via our Service Partners and internal providers
• Running any local consumer repair depots and overseeing any retailer owned repairs, with KPI tracking and QBRs
• Working across the EMEA Service organization to drive improvements in the Benelux market
• Support sales escalations across the Benelux market
• Identify opportunities for Services Sales across the Benelux market
• Act as the local ‘face’ of Warranty Services and the go to point for Service Delivery across the Market
• This is not a people manager role. It does involve working across teams to get things done, therefore, clear and regular communication is critical

Position Requirements

Key requirements: 

• Bachelor’s Degree
• Strong experience with vendor management
• Hardware Service Delivery experience
• Great at task execution & problem solving and follow through
• Experience handling escalations
• Good understanding of typical Services and Warranty legal terms and conditions of specific region
• Negotiation and influencing skills required
• Ability to matrix manage across teams / orgs to deliver results
• Able to learn and present business finance and KPI measurements 
• Fluent in English (verbal and oral) and Dutch. French a plus
• PC Technical ‘know how’

Personal attributes: 

• Act with a strong sense of urgency and deal well with ambiguity to set a clear direction
• Communication skills (incl. Executive level) & relationship building, so that you can deliver results across teams
• Positive approach, even when times are tough

What Lenovo can offer you:

• Opportunities for career development & growth
• Access to various training
• Performance-based rewards
• Flexible working environment (combination of working from home/office)

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as-a-Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City.  We are expanding TruScale as-a-Service to Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.