Lenovo

Lenovo Premier Support is seeking a highly motivated and customer-focused Services Engagement Manager (SEM) to join our growing team. In this role, you will be responsible for ensuring customer satisfaction with Lenovo Premier Support Plus by building and maintaining strong relationships with our clients throughout Latin America.

Premier Support Plus (PSP) is designed to help organizations achieve their top priorities by providing expert assistance and solutions, reducing device repair costs, and ensuring that IT talent can focus on innovation and key business goals.

Premier Support Plus is Lenovo's top-tier IT support service designed to provide seamless, reliable, and repeatable support for end users. It goes beyond traditional support by offering a suite of smart services aimed at maximizing productivity and minimizing downtime. This service includes access to elite technicians available 24/7, proactive and predictive support, Accidental Damage Protection, Keep Your Drive, Sealed Battery extension, and a named Services Engagement Manager to enhance the customer experience. This SEM could be you!

The ideal candidate for Services Engagement Manager role at Lenovo would be an enthusiastic and client-oriented professional with extensive experience in corporate customer support. He / She would have a demonstrated history of successfully managing client relationships and consistently surpassing expectations. Additionally, the candidate would have outstanding communication and interpersonal abilities, allowing them to forge strong connections with clients. The SEM will be part of an extremely versatile team of Technical Support Engineers and Leads whom help drive excellence service to our clients and customers.

Premier SEM will be responsible for Southern Cone (Brazil, Argentina, Chile, Uruguay). Portuguese and Spanish fluent communication is required.

Responsibilities:

• Proactively engage with customers to understand their needs and ensure they are maximizing the value of their Lenovo Premier Support Plus investment.
• Manage and resolve customer escalations, effectively de-escalating challenging situations and finding creative solutions.
• Communicate technical information to customers in a clear and concise manner.
• Create and present executive reports to customers.
• Adapt to different time zones across Latin America to support customers effectively, including traveling.

Qualifications:

• Minimum of 5 years of experience in roles related to corporate customer support.
• Proven experience in customer-facing roles, with a strong track record of success in managing customer relationships and exceeding expectations.
• Previous experience in IT or computer engineering.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
• Fluency in Spanish and Portuguese is required.
• Advance Excel and Power Point required (executive presentations) Power BI a plus (data analytics and reporting creation).