General Information

Req #
WD00075156
Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, November 19, 2024
Working time:
Full-time
Additional Locations: 
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE

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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

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

Responsibilities:
 
• Managing & driving Technical Escalations from Customer / Service Provider / Sales Team
• Identifying the High failure Models/parts & checking for any quality related issues, taking up with product engineering team for resolution.
• Handling Critical Situations (High Failures & Known Quality issues) for customers & deploying the resolutions. Supports assigned major customers on a particular product or product line.
• Support field technical readiness for new product launches
• Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products.
• Drive Training & Upskill for Field service engineer/ Resident engineer/ authorized service provider tech resources
• Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group.

CX & Cost metrics:

• Technical Escalations resolutions to be delivered within targeted SLA
• CX measure is Customer CSAT scores (CX Goals aligned to the vertical)
• Cost metrics – Training ASP FSE to mitigate Repeat repair , First time resolution and minimize parts usage.
• Design & Deliver Training modules for planned field resource capacity
• Training Sessions across 4 Qtrs covering New product introductions ,Refresher & Bottom Quartile mgt

Experience / Education:

• 7-11 years of relevant experience.
• Graduation (Full Time)

Additional Locations: 
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE
* India
* India - Karnātaka
* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
 
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
 
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.
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