General Information

Req #
WD00066241
Career area:
Strategy and Operations
Country/Region:
Colombia
State:
Cundinamarca
City:
BOGOTA DC
Date:
Tuesday, June 18, 2024
Working time:
Full-time
Additional Locations
* Colombia - Cundinamarca - BOGOTA DC

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 Service Delivery Specialist will be responsible for the End-to-End Services in the countries under scope of Central America and Caribbean having as key pillars cost control/reduction and Customer Satisfaction, interacting with other cross areas inside Services team  such as Contact center, Logistics, Parts, Global Accounts and Technicla support team.

 

This role will be also responsible to control vendors such as the authorized service centers in order to help and support them to reach their KPI’s targets accordingly to our contracts.

This function has direct contact with Key commercial customers, Retails as well as end customers. It should provide accurate case tracking as well as visibility of backlog status, suggest and track action plans that are key for proper service delivery as well as customer satisfaction.
 

Key Roles & Responsibilities:

  • Manage and develop authorized service center.
  • Identify vendor network enhancement opportunities and work to improve warranty coverage, repair quality and maximize customer satisfaction
  • Work on metrics accomplishment and E2E performance efficiency (i.e RRR, PPS, ECT, OSAT, NPRA, etc)
  • Operative functions as backlog monitoring, part return tracking, vendor labor payment, execute internal/external trainings on service delivery process
  • Follow up special cases
  • Set-up internal/external meetings and customer visits
  • BMS with internal & external customers, monitoring performance reports and communications and share improvement initiatives
  • Other ad-hoc tasks required by manager and Senior leadership team

Requirements

  • Bachelor’s Degree in Electronics, Industrial or System Engineering.
  • Strong knowledge of services operations (+3YR experience in service roles) .
  • Good written and Fluent spoken English.
  • Must be able to work well with people in other countries.

Additional Locations
* Colombia - Cundinamarca - BOGOTA DC
* Colombia
* Colombia - Cundinamarca
* Colombia - Cundinamarca - BOGOTA DC