General Information

Req #
Career area:
Friday, July 9, 2021
Working 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 Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, 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

Responsibilities of the position:
* Taking care of All Technical Escalations from Customer / Contact Center / Service Provider / Sales team
* Performing failure analysis for high failure and critical issues
* Monitoring the failure rates of products, identifying High failure components & checking for any quality related issues, taking up with product engineering team for resolution.
* Work with Product engineering teams from China and US on failure analysis
* Prepare Knowledge base articles for quality issues.
* Conduct regular interlocks with Product team and Parts team
* Visiting key customer locations for handling technical issues or planned meetings
* Handling Critical Situations (High Failures & Known Quality issues) for big customers & deploying the resolutions. Supports assigned major customers on a particular product or product line.
* Support technical readiness for new product launches
* Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products.
* Develop and deliver Technical Trainings to SMEs, Partner trainers to cascade to frontline engineers.
* Exercises good decisions and achievement of results to ensure that quality outcomes are delivered with no added costs which may impact the short-term goals of the organization.
* Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group.
* Works to develop modify and execute strategic company policies that affect Lenovo customer service operations.

Skills, experience & academics required:

* Must Have: Bachelor’s degree in computer science, Electronics engineering or equivalent.
* Work experience Demonstrated 8 to 10-year experience managing customer service support personnel in cross-functional, matrixed work environments
* Good knowledge of all computer hardware parts, Operating system, device drivers etc

* Key functional/technical competencies:

* In-depth knowledge of Field Service delivery, thereby should be able to drive the Technical Development of Partners Field Service Engineers capabilities to handle Lenovo PCSD products
* Excellent communication and interpersonal/partnering/ leadership skills.
* Strong Analytical and Problem solving skills
* Strong Excel and Presentation skills
* Develops technical support policies and procedures to ensure consistent customer service and satisfaction.
* Helps improve business processes and develops strategies for supporting new technologies.
* Innovates ways to improve the team performance in an effort to provide best-in-class support to Lenovo customers.
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.