General Information

Req #
WD00060479
Career area:
Project Management
Country/Region:
Brazil
State:
São Paulo
City:
Sao Paulo
Date:
Thursday, January 18, 2024
Working time:
Full-time
Additional Locations
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub. 

Description and Requirements


The TAM acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. Utilizing feedback from the account and knowledge built, the TAM works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The TAM closely monitors client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary.

The TAM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The TAM will be an active advocate for our client’s services needs within Lenovo.


Job responsibilities include:

  • Maximizes the value of the client’s investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages customer escalations and acts as the client’s advocate. Evangelize Lenovo products with customer teams.
  • Ensures effective ownership, communication, coordination, and facilitation of service activities between the client and support teams, account teams, and field service personnel.
  • Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between clients, Support engineers, field service personnel, software support, investigation and analysis of product problems.
  • Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships
  • Uses complex analytical skills to recognize trends and improve performance
  • Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
  • Identifies and leads continuous improvement activities in support of client or internal business processes
  • Analyzes client inventory to validate entitlement, installation location, and service parts stocking
  • Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual
  • Support service deliverables are understood and managed effectively
  • Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness

Required Skills:

  • Excellent communication, presentation, and interpersonal skills - ability to effectively interact and communicate with senior executives.
  • Ability to build relationships with existing customer technical and management teams.
  • Ability to embed themselves in the customer’s environment to begin learning their processes to position Lenovo for success in support and services engagements
  • Ability to identify sales opportunities - to take what is learned while working with the customer and turn any challenges into new opportunities for Lenovo
  • Ability to participate and manage War Rooms when critical issues have been experienced, professional customer communication proficiency is key
  • Excellent organizational skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment. Project management experience preferred.
  • Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required
  • Knowledge of Data Center technology, market trends, other vendor competition, sales strategies, and management principles.
  • Knowledge of customer service practices​
  • Proficient in Microsoft office programs (specifically Excel and PowerPoint)

Technical requirements:

  • ​Minimum 10 years experience in IT, Customer Service, Field Tech, or Account Management
  • General understanding of and technical competence in Data Center technologies, specifically storage solutions.
  • Knowledge of protocols (NFS, SMB/CIFS, Block, Object) how they work and how they are used in different solutions.  Understanding solutions and how we integrate storage into the customer environment.
  • Knowledge of hardware procedures. A common understanding of appropriate procedures for working on hardware and installing in an enterprise datacenter. Someone that can follow technical instructions & diagrams and has the confidence to perform hardware replacements of internal components.
  • Knowledge of how a storage device that is not internal to a server functions in the enterprise. Understands how it connect to Domains, how it presents storage, how it integrates with cloud architecture, and the difference between file and block.
  • Knowledge of multi-component storage devices and can distinguish between SAS cables, DAC cables, Fibre Cables, and Ethernet cables.
  • Networking knowledge to know how subnets, broadcast domains, VLANs, and routes work.  Familiarity with how switches work and are configured.
  • Ability to take direction from Lenovo Product Engineer when reseating components, power cycling, etc. of systems in the data center
  • Experience with ONTAP deployment and ONTAP specific knowledge in administration or troubleshooting preferred.

Additional Locations
* Brazil - São Paulo - São Paulo
* Brazil - São Paulo - Sao Paulo
* Brazil
* Brazil - São Paulo
* Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo