Position Description: 1\. Responsibilities of the position: • Taking care of All Technical Escalations from Customer / Service Provider / Sales Team • Identifying the High failure parts & checking for any quality related issues, taking up with product operations team for resolution. • Handling Critical Situations (High Failures & Known Quality issues) for big customers & deploying the resolutions. Supports assigned major customers on a particular product or product line. • Support technical readiness for new product launches • Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products. • Prepares and conducts customer operations reviews such as customer satisfaction scores, as well as other performance metrics tracking and reporting. • Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services. • Exercises good decisions and achievement of results to ensure that quality outcomes are delivered with no added costs which may impact the short-term goals of the organization. • Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group. • Works to develop modify and execute strategic company policies that affect Lenovo customer service operations. #### Position Requirements: 1\. Education/ Qualification • Must Have: Bachelor’s degree in computer science, Electronics engineering or equivalent. • Desired: 2\. Work experience Demonstrated 5 to 10 year experience managing customer service support personnel in cross-functional, matrixed work environments 3\. Key functional/technical competencies: • In-depth knowledge of  Field Service delivery, thereby should be able to drive the Technical Development of Partners Field Service Engineers capabilities to handle Lenovo PCSD products • Excellent communication and interpersonal/partnering/ leadership skills. • Develops technical support policies and procedures to ensure consistent customer service and satisfaction. • Helps improve business processes and develops strategies for supporting new technologies. • Innovates ways to improve the team performance in an effort to provide best- in-class support to Lenovo customers. 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.