General Information

Req #
WD00065261
Career area:
Services
Country/Region:
Japan
State:
Tokyo
City:
Chiyoda-Ku
Date:
Friday, May 17, 2024
Working time:
Full-time
Additional Locations
* Japan - Tōkyō - Chiyoda-Ku

Why Work at Lenovo

 We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub

Description and Requirements

■About Organization

-  Report to : Johnny Chin

-  Subordinates : NA

-  Number of Peers : 10

■Roles and responsibilities

-       The ISG Services Technical Account Management Specialist (TAM) is part of Lenovo ISG Services Delivery and is responsible for hardware and software issues that arise at the customer, TAMs have hardware and software maintenance skills, communication skills and problem solving skills. TAMs also provide assistance to product and software development departments in resolving complex problems. They also work with on-site maintenance technicians and the OEM software and hardware Level 3 support teams to resolve issues when required.

-       TAMs are experienced technicians with technical troubleshooting skills for Lenovo server products as well as networking, storage and operating systems. He understands the major OEM server operating systems and is able to understand and give appropriate advice on customer configurations and settings.

-       TAM is committed to resolving issues that arise at the customer as soon as possible and aims to improve customer satisfaction.

Key responsibility

-       The role is the overall problem-solving summary for Lenovo hardware and software. Specifically, the role acts as the main point of contact for interface and collaboration with field maintenance technicians, the Lenovo Level 3 support team, OEM support departments, hardware and software development teams.

-       Working with the relevant departments to isolate the problem, including the hardware and software, the OEM software used by the customer and the network environment, in order to solve complex problems with the hardware and software used by the customer.

-       Maintain high levels of customer satisfaction by possessing the necessary professional competence to tackle problem solving.

-       Reduce the burden on customers by taking the lead in resolving their issues.

-       Reproduce problems as required, using logs, system management tools and problem solving tools to resolve issues.

-       Reporting on the status of issues in a timely manner at the customer's request, preparing reports on cause, response and resolution, and generating other documentation as required by the customer.

■Key Interaction with:

        Lenovo customer

        HW sales, Service Sales and Pre-sales

        Lenovo Call center, Premier support and Level 3 support

Requirements

- HW or SW maintenance engineering experience

-Account management

- NW problem determination

- Storage support skill

-Basic skill od SDS

-Business Level English

Good to have:

-Communication skills to work with customers to resolve problems

-Ability to gather information needed to solve problems.

Nutanix support skill, VMware support skill, Redhat support skill


Additional Locations
* Japan - Tōkyō - Chiyoda-Ku
* Japan
* Japan - Tōkyō
* Japan - Tōkyō - Chiyoda-Ku