Description and Requirements
As a Lenovo Premier Technical Support Manager, you will have responsibility for delivering exceptional levels of customer service to our Premier support customer base.
This is a managerial position with the Lenovo Premier Support team based out of Paris, France or Amsterdam, Netherlands. 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.Utilizing 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.
As a Premier Technical Support Manager you will closely monitor service activity and performance to the service level KPIs, 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.
You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will be an active advocate for our Customers services needs within the business.
In this role, you will report to EMEA Advanced Service Delivery Director.
Day-To-Day Responsibilities:
People Management:
KPI Management:
Training:
Customer Experience:
Key Competencies Needed:
Team Involvement:
Key Performance Indicators / Metrics:
KPIs will be determined with manager and may include
Previous Experience:
What Lenovo can offer You:
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.
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