General Information

Req #
WD00016937
Career area:
Hardware Engineering
Country/Region:
Mexico
State:
Nuevo León
City:
Monterrey
Date:
Tuesday, December 21, 2021
Working time:
Full-time
Additional Locations: 
* Monterrey - Nuevo León - Mexico

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

Key Activities:

1. Interface with customers, Level 1 /2 technical support, and internal Sales teams to drive technical resolution plans for escalated field issues, with key focus on delivering a positive customer experience.

2. Perform problem determination and defect root cause isolation by analyzing hardware diagnostic & OS logs.

3. Derive technical action plans with urgency to restore production for outages or severe customer-impacting situations.

4. Setup systems with customer configuration in the lab to replicate reported field failures.

5. Instrument lab debug equipment (e.g. oscilloscope, analyzers) to isolate and debug complex failures.

6. Develop field action plans to address design/quality issues which have affected customers including: Stop ships, field communications (Service Tips and Notable issues), Engineering Change (EC) generation, and rolling Field Replaceable Unit (FRU) stock when necessary

7. Travel to provide on-site assistance to resolve critical situations (when required).

* Monterrey - Nuevo León - Mexico