General Information

Req #
Career area:
Friday, November 5, 2021
Working time:

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

As a Lenovo Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Systems and procedures in regards to services, you will be responsible to drive the customer experience. The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication.

The TAM acts as a single point of contact for service issues ensuring responsiveness and resolution. Utilising the 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 service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the time line required (weekly/monthly/quarterly).

The TAM must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. He or she will be an active advocate for our Customers’ services needs within the business. You will be reporting to EMEA Premier TAM Manager.

Day-To-Day Responsibilities:

• Relationship:
- Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages customer escalations and acts as the customer’s advocate.
- Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers

• Escalation management:
- Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, 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.

• Prevention:
- Requires a general understanding of and technical competence in PC technologies.
- Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends

• Optimization:
- Identifies and leads continuous improvement activities in support of customer or internal business processes

• Support:
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

• Collaboration:
- Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness


Key Competencies Needed:
• Superior knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles.
• Ability to effectively interact and communicate with Senior executive to CXO level personnel
• Excellent presentation, communications and interpersonal skills
• Proficient in Microsoft office programs and PC technologies
• Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.
• Ability to build effective virtual teams and drive results through others in a complex cross-functional organization required.
• Business Fluent English and French. Additional languages (Arabic, Dutch, etc) are a plus.

Position Requirements:
• Previous IT/T Services experience.
• Field Services practical experience
• Project management
• Teamwork
• Financial understanding

Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team:

What Lenovo can offer You:
• An open and stimulating environment within one of the most forward-thinking IT companies 
• Opportunities for career development & growth 
• Access to trainings for personal development 
• An international team with a high focus on Gender Diversity 
• Attractive compensation package and Performance based rewards 
About Lenovo Premier Support Services
Lenovo first class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.