#### Position Description:


As a Lenovo Technical Account Manager (TAM), you will have the opportunity to
serve as a trusted adviser to our customers who have purchased Premier
Support. Being skilled in The TAM is responsible to drive the customer
experience and develops an excellent rapport with key customer contacts at
multiple levels; ensuring consistent and relevant communication.
The TAM acts as a single point of contact for service issues ensuring
responsiveness and resolution.  Utilizing the feedback from the account and
knowledge built, the TAM works existing processes to improve efficiency,
quality and reduce cost of service delivery, setting up new processes as
needed.
The TAM must be comfortable dealing with all levels of customer
representatives as well as all levels of Sales and Services leadership within
Lenovo.  He or she will be an active advocate for our Customers’ services
needs within the business.

Daily Activities
Assist customers and field engineers by diagnosing problems and providing
resolutions for technical or service related issues
• Troubleshoot to identify hardware and software issues in many different
customer environments.
• Advise and educate customers through a combination of
experience/documentation to ensure a solution.
• Translate complex technical details/instructions to each customers level
• Provide closed loop feedback on recurring issues with teammates and relevant
engineering staff
• Monitor and track issues to ensure accurate resolution.
• Actively monitor case workload and drive to closure within SLA’s.

#### Position Requirements:


\- Degree in Information Systems, Computer Science or equivalent experience

\- IT business process certification (ITIL, Six Sigma)

\- Superior knowledge of PC technology, market trends, other vendor
competition, sales strategies and management principles.

\- Technical certifications

\- Proficient in Microsoft office programs and PC technologies.

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.