Lenovo

As a Lenovo Premier Delivery Regional Manager, you will be responsible for making sure that the Premier service is being seamlessly delivered to the customers of your geographical area including Nordics, DACH and Turkey markets

This 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 managers to deliver best in class support to Lenovo Premier customers. 

While your Technical support managers will focus on managing their technical support team’s performance and skills up, you will be responsible for the End to End service delivery performance for the markets under your coverage.

You will closely monitor service activity and performance to the service level KPIs, escalating issues to appropriate teams including 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 will also be in charge of budget for your region.

You will support the EMEA Premier service delivery director to define strategy, explore new solutions for better customer experience while improving efficiency & flexibility for your markets.

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 Director or EMEA Premier Delivery.

Day-To-Day Responsibilities:

People Management:

• Responsible for day-to day management of Premier Technical support managers
• 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 organization. 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

Customer Experience:

• Customer Experience is what drives our support organization. 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.

Cost control

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 organization 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 organization required.
• Business Fluent English and German

Team Involvement:

• Service Delivery & parts  team
• GM, Sales, Services, Marketing, Finance leaders & teams within region

Key Performance Indicators / Metrics:

KPIs will be determined with manager and may include

• Customer Satisfaction 
• Customer retention
• Staff retention

Previous Experience: 

• Previous IT/T Services experience.
• Field Services practical experience
• Project management
• Technical Support Management 
• Managing distributed teams
• Financial understanding

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