General Information

Req #
WD00006228
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, December 7, 2021
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - India

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

Provide Premier technical support and service to the Lenovo customers Periodic reviews with the Customers Publishing weekly dashboard with top identified Accounts Escalation management , reviews with the customer at transactional levels Product quality reviews in alignment with Customer & Product team Onsite visits for any technical escalations Regular engagement  & connect with the internal PSC team Effective SO / SR governance along with UCC & Field Team in specific to key accounts Regular Interlock with internal support function teams - Field, P&L  Generate & Publish the KPI performance dashboard  Regular engagements with Sales team & Channel partners  Develop improvement plans to meet & exceed Customer Experience objectives Manage key qualitative metric like First Call Resolution, Repeat Dispatch Rates, Fix on Phone, Turn around Time. Interface with the other service towers and directly with the customer base on critical escalations and call resolution Develop and implement practices that measure the effectiveness and performance of the Technical Support Function Lead and/or being involved in Global Strategic Initiatives 12-15 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people management Background in the development and management of remote support groups Experience in managing both voice & non voice processes Bachelor's Degree in computer science, IT or equivalent discipline. Minimum 7-10 years Contact Centre experience in Desktop / Laptop / Workstation & Smart Office Device Support function. Strong organizational and communication skills Independent and Self-motivated. Team player Extensive expertise in developing metrics to measure the effectiveness of technical support Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable Familiarity with MSD or incident tracking and management systems such as Siebel, Remedy, Clarify, etc Track record of accomplishment and effectiveness within organizations Desire to work in a fast-paced, challenging environment Experience in a highly analytical, results-oriented environment. Proven analytical skills and demonstrated ability to manage the business "by the numbers". Must be metrics-driven. Attention to detail and capability to work on multiple projects in parallel Good written and oral communications and interpersonal skills Demonstrated high levels of customer focus. Demonstrated highest level of integrity, honesty, and strong work ethic. Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions. Proven ability to successfully thrive in an ambiguous environment and changing conditions. Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis. Consistent effort, intense commitment, and willingness to go above and beyond when needed. Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.

* BANGALORE - Karnataka - India