General Information

Req #
WD00043745
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Monday, October 24, 2022
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - India

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

Job objective:

Drive warranty cost reduction initiatives for consumer LOB and delivery KPI’s for India Break-fix services. 

Responsible for warranty technical KPI, identifying risks/issues, defining milestones, training, and ensuring technical service delivery within the set deadlines in adherence to prescribed quality standards.

Work closely with multiple service delivery teams to ensure team delivers overall best in class service and support to our customers.

Responsibilities and accountabilities of the position:

Drive performance of Lenovo PCSD warranty cost for Consumer business, monitor and manage daily operations of dispatch performance, ensure planning translates to execution and meet usage cost targets.

Drive warranty cost reduction initiatives and delivery KPI’s for India Break-fix services, develop and implement practices that measure the effectiveness and performance of the Technical Support Function.

Prepare Monthly Failure analysis to check high failing models and parts for proactive action by alerting region L2 for FA and guidance.

Quality issue Pre-Analysis & Alert Region L2 to collect failure sample and defective parts/Machines for failure simulation and Data/Evidence collection.

Measuring KPIs, analyzing data driven insights, Collaborate with Cross functional teams within the organization to achieve desired KPI results.

Experienced in applying industry best practices, proven techniques, and technical solutions to improve business Efficiency and effectiveness, reduce costs and boost customer satisfaction.

Work with Technical teams to improve product knowledge, understand product failure rates, Liaison with Parts & Field services teams to gain end to end knowledge about the business.         

Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and reduced operational costs.

Follow and Design SOPs for Tech support operations, Strive for continual improvement & standardization of various business practices.

Drive cross-functional project's involving organization members from different towers.

Education:

Graduate

Experience:

8-12 years of experience in the IT service industry with a minimum of 8 years in technical support management, including people management.

Key functional/technical competencies:

Understands current PC technologies and ability to explain to customers and team members.

Extensive expertise in developing metrics to measure the effectiveness of technical support

Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable

Desire to work in a fast-paced, challenging environment

Experience in a highly analytical, results-oriented environment.

Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metric driven.

Attention to detail and capability to work on multiple projects in parallel

Good written and oral communications and interpersonal skills

Key Behavioral competencies:

Demonstrated high levels of customer focus.

Demonstrated highest level of integrity, honesty, and strong work ethic.

Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.

Proven ability to successfully thrive in an ambiguous environment and changing conditions.

Takes initiative. Doesn't want to be asked. Plans efficiently while avoiding analysis paralysis.

Consistent effort, intense commitment, and willingness to go above and beyond when needed.

Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.

* BANGALORE - Karnataka - India