General Information

Req #
100013349
Career area:
Services
Country:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Thursday, April 22, 2021
Working time:
Full-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 not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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.

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.

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

In this role, you will be reporting to EMEA Premier TAM Manager.

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.

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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.