General Information

Req #
WD00025657
Career area:
Hardware Engineering
Country/Region:
Mexico
State:
Nuevo León
City:
Monterrey
Date:
Friday, March 18, 2022
Working time:
Full-time
Additional Locations: 
* Monterrey - Nuevo León - Mexico

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

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