Technical Support Manager - Premier Support (m/f/d)
LenovoEssen, north-rhine-westphalia, germanyUpdate time: January 26,2021
Job Description
Position Description:
As a Lenovo Premier Technical Support Manager, you will have the
responsibility for delivering exceptional levels of customer service to our
Premier support customer base.
The Premier Technical Support Manager role is a managerial position with the
Lenovo Premier Support team based out of Essen, Germany. In this role, you
will lead a team of Premier Technical Support Specialists to deliver best in
class support to Lenovo Premier customers.
Over email, online chat and phone your team will be accurately diagnosing
reported problems within the client product portfolio (notebooks, desktops &
tablets), dispatching parts and or an engineer to site as needed. As the
primary owner of the technical support team, you have to keep the team’s
technical skillset through continuous technical training, skills upgrading,
and regularly sharing of best practice to upkeep professional service customer
experience of the Premier Technical Delivery team.
Utilising the feedback from the reporting and knowledge gained, you will
reimagine existing processes to improve efficiency, quality and effectively
manage cost of service delivery, setting up new processes as needed.
The Premier Technical Support Manager closely monitors service activity and
performance to the service level KPI’s, escalating issues to appropriate teams
and service providers. Developing and presenting analysis / results /actions
for the service metrics within the required timeframes, and constantly
striving to improve our end customer experience.
The Premier Technical support Manager 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.
#### Position Requirements:
• People Management:
\- Responsible for day-to day management of Premier Support staff, shift
management, personal development, technical training and general people
management related duties
\- Performance management and coaching within the Lenovo framework, including
meeting timelines for consolidation and review
• KPI Management:
\- Lenovo uses a strong KPI methodology of managing performance within the
services organisation. You will be strongly familiar with using dashboards and
deep diving misses to continually improve service delivery to our Premier
customer base.
\- Data analysis, using the provided reports and data sets to form opinions
and plans for continuous improvements
• Training:
\- You will design and ensure delivery of training programs to keep in front
of emerging technologies and ensure the technical team is best of breed.
• Customer Experience:
\- Customer Experience is what drives our support organisation. You will be
able to identify issues leading to less than optimal customer support
experiences, and be an agent for change to resolve the root cause.
Key Competencies Needed:
• Superior knowledge of PC technology, market trends, other vendor
competition, sales strategies and management principles.
• Ability to effectively interact and communicate with Senior executive to CXO
level personnel
• Excellent presentation, communications and interpersonal skills
• Proficient in Microsoft office programs and PC technologies
• Excellent organisation skills, must be a self-starter who has experience in
managing multiple initiatives simultaneously in a demanding and changing
environment.
• Ability to build effective teams and drive results through others in a
complex cross-functional organisation required.
• Previous IT/T Services, Technical Support Management, Project Management or
Field Services experience of advantage
• Teamwork skills
• Financial understanding
• Business fluent German and English
Team Involvement:
• Service Delivery team
• GM, Sales, Services, Marketing, Finance leaders & teams within region
What Lenovo can offer You:
• An open and stimulating environment within one of the most forward-thinking
IT companies
• Opportunities for career development & growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity
• Attractive compensation package and Performance based rewards
Lenovo is 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.
Want to hear more on Premier Support? Have a look at what our teams says on
Premier Support: https://bit.ly/312wSPq
About Lenovo Premier Support Services
Lenovo first class Premier Support provides direct access to skilled and
experienced Lenovo technicians offering comprehensive hardware and software
support. Our expert troubleshooters have the advanced technical know-how and
systems knowledge to quickly provide solutions and advice that will keep your
hardware and software operating at optimal efficiency.
About Lenovo
Lenovo is a $46 billion global Fortune 500 company and leader in providing
innovative consumer, commercial and enterprise technology. Our portfolio of
high-quality, secure products and services covers PCs, workstations, servers,
storage, smart TVs and a family of mobile products like smartphones, tablets
and apps. Everyone here at Lenovo is an integral part of the company, working
together, across continents, cultures and innovations, all comprised in a
friendly, fast-paced, work environment that focuses on one common goal: to be
known as the best in what we do.
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.
Get email alerts for the latest"Technical Support Manager - Premier Support (m/f/d) jobs in Essen, north-rhine-westphalia, germany"