General Information

Req #
WD00034714
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Monday, July 11, 2022
Working time:
Full-time
Additional Locations: 
* Morrisville - North Carolina - United States of America

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

Join Lenovo’s International Services Support team as a key member of the Field Service Delivery platform team. Our mission is to leverage the creativity and expertise the regional teams across Lenovo to develop innovative Service processes to improve Customer Experience, reduce operational Cost and create Revenue opportunities. As the lead for Repair Quality, you will work with delivery experts around to world to ensure Lenovo Customers receive consistent, fast, reliable Service they expect from an industry leader.

In this role, you will contribute at the cross-roads of all Service Delivery teams, giving you a unique opportunity to learn and create a strong network of internal and external partners across the globe.


What will be your tasks once you join us?

  • Analyze Service Delivery data to identify repair success conditions.
  • Work with regional service delivery teams to implement processes and tools that create these success conditions.
  • Understand and communicate differences in repair quality by product, service delivery method and market to global Services leaders
  • Collaborate with the Service Enablement and Training teams to improve diagnostics and problem determination tools
  • Develop a global Repair Quality management strategy, in collaboration with regional service delivery teams
  • Establish and run a global repair quality management cadence, coordinating work efforts across regions to drive towards global quality excellence

How will we measure your success?

  • Our top priority is Customer Satisfaction, as measured directly from Customer feedback via post-service surveys
  • We want to minimize Repeat Repairs across all our service delivery channels – improvements here have direct impact to both Customer Satisfaction and Lenovo costs.
  • We want to use only the right Parts for a given repair – this reduces the environmental impact of our repair process, as well as reducing costs. As such, we measure Parts per Repair.

Organization

You will report to a manager based in North America, however, supporting customers in across the world.

Basic Requirements:

  • Bachelor’s Degree in Business Administration, Science or Engineering
  • Over 5 years of experience in Services operations, ideally in the electronics industry
  • Excellent spoken and written English
  • Ability to travel (travel is estimate at less than 10% of work time)

Preferred Requirements:

  • Have a proven track recording of influencing and driving change in a matrixed organization
  • Understand the fundamentals of service delivery operations and want to continue learning
  • Have a working knowledge of modern data analysis tools and strategies
  • Have a passion for Customer Satisfaction, as we do at Lenovo
  • Are comfortable presenting your hard work to senior management
  • Can easily manage multiple projects and deliver results on time
  • Enjoy working in a multicultural cooperative environment



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.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America