Lenovo

This newly created Premier L2 Lead role is primarily a technical role and will work within Premier Technical Support team, interacting with the Lenovo Product & Quality teams, Delivery Partners as well as corporate customers to identify fault trends & technical fixes that lead to resolution plans within the client product (notebooks, desktops & tablets) install base. This activity will include, working on escalations from Level 2 support teams based across EMEA as well as specific cases identified by the Management teams. This role will also act as Technical Mentor to Level 2 Support technicians.

You will report to Technical Support Manager based in Germany.

Day-To-Day Tasks:

• Drive and support the local L2 teams in their day-to-day work. You analyze processes and optimize them in collaboration with the rest of the EMEA L2 Lead team
• In charge of the implementation and monitoring of the rollout of new processes and projects within the L2 community, to increase the overall service quality
• In case of Critical issues, to speed up the investigation, plan proactively with On-site intervention at the customer site as required (>10% travel)
• Ensure professional and timely communication with Lenovo customers to secure their issue is being understood, worked out and fixed
• Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
• Build a strong communication bridge between the Premier organisation and Level 2
• Own, recreate, identify, and provide input on recurring, systemic or high complexity customer problems and shares that information with other technical teams when relevant
• Distribute pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
• Drive Customer Satisfaction to ensure Lenovo customers continue to perceive Lenovo as a prime supplier of technical solutions and therefore continue to purchase Lenovo products
• Deep Dive appraisals of NPI (New Products) and service offerings as needed
• Leverage the wider Lenovo technical community and resources to ensure that all efforts are made to deliver fix solutions that are workable and sustainable

Additional duties:

• Identify tools and automation opportunities, to improve current service offerings and enhance resolution time
• Provide technical Subject Matter Expert consultation to Lenovo customers and the Lenovo Services Community
• Regular reporting on Premier case statuses, collecting information, chasing escalations, to provide statuses to Premier management and account management

Key Competencies Needed:

• Microsoft Operating system and mass deployment methodology experience (SCCM, MDT, IUB, Altiris). Certification would be an advantage
• Degree in computing subject or in electronic engineering preferential
• Solid knowledge of networking technologies both wired and wireless. Certification would be an advantage
• Ability to prioritise and commit to delivery dates, but also work with agility and speed to respond to short-notice requests
• Project Management skills are an advantage

Candidate Pre-Requisites:

• Advanced Knowledge of Windows Operating Systems, MS Products and Linux
• Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and other devices
• Effective communication skills with key stakeholders (internal and external) - written and verbal fluent English and German
• 5+ years of experience in Client Technical Support roles
• 7+ years of experience in technical support function with in-depth knowledge of PC hardware and peripherals
• Strong understanding of a Hardware warranty model
• Financial acumen
• Superior customer service skills

• 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 

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.

At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

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