Lenovo

As a Lenovo Service Engagement Manager (SEM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. You will be responsible to drive the customer experience. You will develop and maintain an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication. 

You will closely monitor service activity and performance to the service level KPI’s, escalate issues to appropriate teams and service providers, and manage the daily backlog of service request and orders to successful conclusion is the primary KPI.

You also act as a single point of contact for service issues ensuring responsiveness and resolution. You will be responsible for developing and presenting analysis and results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).

You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will be an active advocate for our Customers’ services needs within the business.

Your Responsibilities include:

Day to Day 

• Manage Open Service Request and Orders to successful conclusion
• Collaborate with Technical Team Lead to optimize SLA adherence and performance
• Maximize the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle. You will manage customer escalations and act as the customer’s advocate
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel

Escalation management 

• Act as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
• Develop and deliver post incident reports on all critical support incidents, adhere to customer support plans and relationships
• Use complex analytical skills to recognize trends and improve performance

Prevention: 

• Require a general understanding of and technical competence in PC technologies
• Develop and coordinate proactive maintenance initiatives based on industry best practices and statistical data trends

Support: 

• Lead complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

Key Competencies:

• Collaborative Team Player with engaging presentation, communications, and interpersonal skills
• Proficient in Microsoft office programs and PC technologies
• Ability to confidently interact and connect with personnel at all levels, from senior executives to C-suite leadership
• A self-starter with excellent organizational skills. You thrive in collaborative team settings, actively listen to colleagues, and foster open communication to achieve shared goals.
• Previous experience in Project management / Program Management or Escalation Management is beneficial
• Business fluent English language