General Information

Req #
WD00041361
Career area:
Services
Country/Region:
Japan
State:
Tokyo
City:
Chiyoda-Ku
Date:
Monday, October 3, 2022
Working time:
Full-time
Additional Locations: 
* Chiyoda-Ku - Tokyo - Japan

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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

■ About Lenovo culture

Our culture defines us…it's our DNA. We call it the “We Are Lenovo” culture and it's the values we share and the business practices we deploy. It's how we address our day-to-day commitments. The “We Are Lenovo” culture is embodied in the statement: We do what we say, we own what we do, and we like to constantly wow our customers

・CUSTOMERS in everything we do

・Global TEAM players guided by integrity and TRUST

・ENTREPRENEURS committed to driving change

・INNOVATORS who relentlessly pursue new idea

Our culture is what has enabled us to consistently raise the bar on delivering break-through innovations, award-winning designs, and strong financial performance.

To know more about who we are, visit https://www.lenovo.com/jp/ja/about/whoweare



Position Description

■Organization/組織

number of team  : 24

Report to  : Japan Premier Support Leader


■Description and Requirements

As a Lenovo Premier Technical Support Manager, you will have responsibility for delivering exceptional levels of customer service to our Premier support customer base. 

This is a managerial position with the Lenovo Premier Support team based out of Tokyo, Japan. In this role, you will lead a team of Premier Technical Support Specialists to deliver best in class support to Lenovo Premier customers. 

Over email, online chat and phone your team will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed.

As the primary owner of the technical support team, you have to keep the team’s technical skillset through continuous technical training, skills upgrading, and regularly sharing of best practice to upkeep professional service customer experience of the Premier Technical Delivery team. Utilizing the feedback from the reporting and knowledge gained, you will reimagine existing processes to improve efficiency, quality and effectively manage cost of service delivery, setting up new processes as needed.

As a Premier Technical Support Manager, you will closely monitor service activity and performance to the service level KPIs, escalating issues to appropriate teams and service providers; developing and presenting analysis / results /actions for the service metrics within the required timeframes, and constantly striving to improve our end customer experience.

You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo.

You will be an active advocate for our customers’ services needs within the business.


■Day-To-Day Responsibilities:

People Management

Responsible for day-to day management of Premier Support staff, shift management, personal development, technical training and general people management related duties 

Performance management and coaching within the Lenovo framework, including meeting timelines for consolidation and review


KPI Management

Lenovo uses a strong KPI methodology of managing performance within the services organization.

You will be strongly familiar with using dashboards and deep diving misses to continually improve service delivery to our Premier customer base.

Data analysis, using the provided reports and data sets to form opinions and plans for continuous improvements


Training

You will design and ensure delivery of training programs to keep in front of emerging technologies and ensure the technical team is best of breed.


Customer Experience

Customer Experience is what drives our support organization.

You will be able to identify issues leading to less than optimal customer support experiences, and be an agent for change to resolve the root cause.


■Team Involvement:

Service Delivery team

GM, Sales, Services, Marketing, Finance leaders & teams within region


■Key Performance Indicators / Metrics:

KPIs will be determined with manager and may include

Customer Satisfaction 

Customer retention

Staff retention


■Others:

As a Technical Support Manager, you need to raise and stabilize the technical level of Contact Center and Technical Account Managers. Main duties include participation in overseas technical training, deployment to teams, research and support for technical projects, and cooperation with related departments.

In Japan, the organizational structure is being reviewed, and the position of technical support manager will become a new position, and there will be no handover.

After joining the company, while working as a technical account manager, you will understand Lenovo's business, participate in technical training, and deploy it to the team.  After the understanding of Lenovo has progressed, there is a possibility that the role and work content will be changed or adjusted again.



Requirements

■Previous Experience: 

Previous IT/Technology Services experience.

Field Services practical experience

Project management

Technical Support Management 

Managing distributed teams

Financial understanding


■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 teams and drive results through others in a complex cross-functional organization required


Language skills:

Japanese : Native Level (or Upper Business Level)

English : Business Level  (TOEIC score : 800 or higher)


■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


* Chiyoda-Ku - Tokyo - Japan