General Information
Req #
WD00079016
Career area:
Strategy and Operations
Country/Region:
India
State:
Haryana
City:
Gurgaon
Date:
Tuesday, March 25, 2025
Working time:
Full-time
Additional Locations: * India - Haryāna - Gurgaon
* India - Haryāna - Gurgaon
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
Description and Requirements
You will:- Be the single Point of Contact for customer’s concerns and issues, business critical events and major incidents for the region till problem resolution.
- Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points.
- Build and maintain customer relationship and coordinate with Lenovo support teams and delivery partners in other geographies to support customer.
- Own and drive teams to ensure services are delivered according to the contractual requirement in the most cost-effective manner.
- Early identification of customer satisfaction issue and develop Service Improvement Plan to address the issue.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews and track open issues till closure.
- Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
- Responsible for Relationship customer account satisfaction (CSAT score)
- Good understanding of all customer dissatisfaction issues, with the ability to analyze and deep dive the root cause, and constantly seek ways to improve the process or systems to minimize occurrences and enhance good experience.
- Manage the performance of Service Partners and ensure that Service Levels and scope of work are achieved accordingly.
- Managing SLA and other Key service metrics on weekly / monthly basis
- Identifies any cost saving opportunities and drives cost saving plans. Drive Cost reduction Key service metrics
You Bring
- A Bachelor's degree in Computer Science, Hardware Engineering, or Business Administration
- 10-15 years’ experience in service delivery, managing services delivery partners and managing customer satisfaction.
- Minimum 3 years’ experience in working customer facing role
- Ability to manage multiple complex customer situations at the same time
- Excellent interpersonal and communications skills
- Excellent oral and written English skills
- Hands on experience on x86 servers, storage, VMware, Linux and Windows servers
- At least 5 years’ experience in server & storage maintenance services
- At least 2 years’ experience in Account management.
Additional Locations: * India - Haryāna - Gurgaon
* India - Haryāna - Gurgaon
* India
* India - Haryāna
* India - Haryāna - Gurgaon , * India - Haryāna - Gurgaon
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