General Information

Req #
WD00021040
Career area:
Services
Country/Region:
Hong Kong
City:
Hong Kong
Date:
Friday, January 14, 2022
Working time:
Full-time
Additional Locations: 

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 serve as a trusted advisor to our customers who have purchased Premier Support. 

You will be responsible to drive the customer experience and overall satisfaction. 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. Able to utilize the feedback from the account and knowledge built, the TAM works existing processes to improve efficiency, quality and reduce the cost of service delivery, setting up new processes as needed. 

The TAM closely monitors service activity and performance to the service level KPIs, escalating issues to appropriate teams and service providers. Developing and presenting analysis/results for the service metrics internally and externally on the timeline 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’ service needs within the business. 

Day-To-Day Responsibilities:

Relationship:

  • Able to maximize 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.
  • 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 of 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 a Premier TAM Manager.


Key Competencies Needed:
  • Superior knowledge of PC technology, market trends, and vendor competition. Strong understanding of sales strategies and management principles.
  • Ability to effectively interact and communicate with different levels of people
  • Excellent presentation, communication 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.