General Information

Req #
WD00040359
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Monday, November 21, 2022
Working time:
Full-time
Additional Locations: 
* Essen - North Rhine-Westphalia - Germany
* Stuttgart - Baden-Wurttemberg - Germany

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


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. You will be the single point of contact for service issues ensuring responsiveness and resolution. Utilizing the feedback from the account and knowledge built, you will work on existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.

In the role of TAM you closely monitor service activity and performance to the service level KPI’s, escalate 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) are amongst your responsibilities as well. You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will be an active advocate for our Customers’ services needs within the business and will be reporting to EMEA Premier TAM Manager.


Your Day-To-Day Responsibilities:

  • Maximizing 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.
  • Ensuring effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers and acting as a single point of contact for customer escalations.
  • Developing and delivering post incident reports on all critical support incidents, adhering to customer support plans and relationships.
  • Developing and coordinating proactive maintenance initiatives based on industry best practices and statistical data trends.
  • Identifying and leading continuous improvement activities in support of customer or internal business processes.
  • Leading complex service delivery processes, developing creative resolutions to complex problems, and ensuring contractual support service deliverables are understood and managed effectively.
  • Compiling, analyzing and interpreting 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.
  • Field Services practical experience in needed.
  • Project management, Teamwork and Financial understanding.
  • Business Fluent English and German, additional languages are a plus.


Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team: https://bit.ly/3bcl2pu

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