#### Position Description:


In this role, you will support Lenovo customers in situations which have been
identified as Critical in terms of impact to Lenovo business relationship with
the customer. Situations are related to large quality or technical problems
with Lenovo products affecting large customer’s inventory, which require
immediate execution of plan to mitigate the risk and restore customer’s
satisfaction.

Responsibilities:
\- Manage Critical customer situations for the Lenovo company to resolve
severe situations that may result in the loss of future business
\- Perform problem management and end-to-end troubleshooting
\- If required, be present at customer site (within EMEA region)
\- Capture data for analysis and propose resolution plan to customer
\- Identify and escalate issues which require urgent attention of various
Lenovo internal organizations
\- Establish and maintain effective communication and relationship with
internal Technical Support, Service Delivery, Product Engineering and Lenovo
Sales organizations, including executives
\- Utilize all the company’s resources to resolve customer issues
\- Develop action plan that will provide a satisfactory outcome for the
customer.
\- Identify, analyze, and interpret trends/patterns in complex data sets
\- Assist in the development of new processes and procedures that will enhance
overall customer experience
\- Provide cost effective solutions to customers issues within the company
guidelines that will satisfy the customer
\- Actively cooperate with authorized service providers in regions
\- Work closely with management to prioritize business and information needs
\- Locate and define new process improvement opportunities

#### Position Requirements:


\- Strong communication skills, solid capability to present over the phone and
face to face, taking requirements, data tracking, having discussions with
customer and internal Lenovo stakeholders
\- At least 5 years of experience in similar customer facing role with
services background
\- At least 3 years of experience at technical support organization with in-
depth knowledge of PC hardware and peripherals
\- Very good organizational skills, including prioritization, time-management
and multi-tasking
\- Strong analytical skills with the ability to collect, organize, analyze,
and disseminate significant amounts of information with attention to detail
and accuracy
\- Project management skills to develop action plan, define owners and time
line and track progress through final resolution
\- MS tools skills – Office365, MS Dynamics, MS Project
\- English - proficient

Base gross monthly salary from minimum 3300 EUR and above, depending on
experience + variable part

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.