General Information

Req #
WD00025807
Career area:
Services
Country/Region:
India
State:
Haryana
City:
Gurgoan
Date:
Thursday, April 28, 2022
Working time:
Full-time
Additional Locations: 
* Gurgoan - Haryana - India

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

Job Description:

  • Act as a Single Point of Contact for customer’s concerns and issues
  • Act as the customer escalation point for customer business critical events and major incidents.
  • Build and maintain customer relationship.
  • Coordinate with Lenovo support teams and delivery partners in other geographies to support customer.
  • Drive delivery teams to ensure services are delivered according to the contractual requirement in the most cost effective manner.
  • Early identification of customer satisfaction issue and develop Service Improvement Plan to address the issue.
  • Prepare and conduct the Service Review Meeting, including the publication of Performance reports, Meeting minutes, and Action Plan.
  • Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
  • Responsible for Relationship customer account satisfaction (CSAT score)
  • Creating account specific knowledge base documents
  • Managing SLA and other Key service metrics on weekly / monthly basis
  • Integrate either Lenovo or external service provider to resolve issues for clients
  • Identifies any cost saving opportunities and drives cost saving plans. Drive Cost reduction Key service metrics 

Required Experience:

  • Bachelor's degree in Computer Science, Diploma, Engineering, or Business Administration
  • 7-10 years’ experience in service delivery, managing services delivery partners and managing customer satisfaction
  • At least 3 years’ experience in working with clients
  • Ability to manage multiple complex customer situations at the same time
  • Excellent interpersonal and communications skills
  • Excellent oral and written English skills
  • Hands on experience on x86 servers, storage, VMware, Linux and Windows servers
  • At least 5 years’ experience in server & storage maintenance services
  • At least 2 years’ experience in Account management

* Gurgoan - Haryana - India