Position Description: Lenovo is more than a global technology company. We’re a leader in genuine innovation, dreaming up  and building  the technology and services that enable and inspire progress around the world. We’re the progressive thinkers, creative doers and endless tinkerers who will always challenge the traditional and who know true groundbreakers never stand still. We’re proud of what we’ve created already and even more excited about where we’re headed. No matter what team you’re part of, from marketing to IT, this is the type of place where you can create real impact. Premier support is a new, exciting Service that entitles the customer to advanced technical support within a new Lenovo group. As a Premier Technical Support Manager, Latin America, you will be a people manager overseeing the day to day activities of the Premier Technical Support Specialists and Technical Account Managers. This includes ensuring service levels are met across the various Premier support channels and driving second to none customer experience. Operationally, this position oversees the execution of Premier Support throughout 13 countries in Latin America.  We own ensuring each customer call is solutioned with white glove treatment. In addition to the operational execution, this position will also be critical in providing feedback on Lenovo’s Customer Experience Team and developing initiatives to help differentiate Lenovo from its competition. Candidates for this position must have proven team, quality improvement, and organizational skills. They must be able to manage priorities and demonstrate a strong aptitude for problem resolution. #### Position Requirements: Strong candidates for this position would require the following: \- 3+ years of services operations and/ or bachelor’s degree \- Leadership background with operational and process knowledge being ideal. \- Effective communication skills at all levels - written and verbal \- Superior customer service skills \- Able to problem solve and think laterally \- Proven ability to learn new and complex technology \- Able to prioritize in a fast paced, dynamic work environment \- Proactively make technology adoption recommendations based on experience and in-depth knowledge of a customer’s needs \- Ability to commit and work with agility and speed to respond to short- notice requests \- Effectively transfer thoughts and expresses ideas verbally in individual or group situations \- Leadership skills and experience to drive training, coaching, and performance management. \- Strong teaming and communication skills required, able to develop relationships quickly and effectively. \- Background in working with and interfacing with Technical Support organizations. \- Process improvement experience \- Identification and design of Customer Service processes \- Flexible working hours to accommodate needs of the business in a fast-paced Customer Engagement Center environment \- Fully bilingual | English/Spanish 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.