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. Overall Description: Drive field services providers performance improvement trough trainings, technical diagnose improvement, quality issues troubleshooting and parts consumption control. Help and supervise the country repair depots in achieving the SLAs and KPIs required by contract. Actively lead and coach cross- functional project teams in the application of process improvement, project and change management best practices. Interacts with external customers, including speaking with customers, monitoring performance reports and communications. Measurement: Performance metrics include On Time Response, Repeat incident rate, Reduce parts per serial (requested and used), and Customer satisfaction scores. Detailed Role Description: Resolution of technical escalations from repair depots. Visit, resolution, and technical reports for Critsit cases and L1.5 support requested. Escalate and work together with Quality team level 2 any critical situation or quality issue identified in the operation. Create monthly Depots and Quality issues metrics reports to present in the regional meeting. Define and lead training roadmap with the Service Centers in the region Control country service delivery operation trough the accomplishment of the KPIs (End to End Cycle time, Repair Return Rate, Customer Experience Indicators) #### Position Requirements: • Working Knowledge on Windows Operating Systems and MS Products • Proven ability to troubleshoot Client solutions • Fluent in Spanish and English • Effective communication skills at all levels - written and verbal • Superior customer service skills • Proven ability to learn new and complex technology • Able to prioritize in a fast paced, dynamic work environment • Able to problem solve and think laterally Critical Skills Level of Skill 1-5, (5) being the highest • Technical Knowledge on Client (Desktop, Notebook & Tablets) • Structured Troubleshooting Techniques • Good ability to communicate ideas, sound knowledge of MS Products • Strong Services Industry and ‘ITIL’ acumen 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.