General Information

Req #
WD00040353
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Thursday, January 5, 2023
Working time:
Full-time
Additional Locations: 
* Germany - Baden-Württemberg - Stuttgart
* Germany - Baden-Württemberg - Stuttgart

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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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

This is primarily a senior technical role where you will work within Premier Technical Support team based in Essen or Stuttgart, 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 1 support teams as well as specific cases identified by the quality and Resolution Management teams. You will also act as a Technical Mentor to Level 1 Support technicians.

You will report to Technical Support Manager based in Germany.


Day-To-Day Tasks:

  • Assist level 1 technicians and customers by diagnosing problems and providing resolutions for technical and service issues
  • Provide coaching and mentoring to level 1 technicians
  • Troubleshooting to identify products that are defective
  • Advise & educate customers through procedural guideline documentation to ensure a solution to their technical issues
  • Recreate, identify and provide input on recurring, systemic or high complexity customer problems and share that information with other technical teams when relevant
  • Work with the CritSit team to monitor and track issues to ensure accurate resolution
  • Occasionally distribute pertinent cross-functional technical information to Sales, Resolution Managers, Customer Care & Partners
  • Effective communications to key stakeholders (internal and external)
  • Deep Dive appraisals of NPI and service offerings needed
  • Identify tools and automation opportunities

Key Competencies Needed:
  • Advanced Knowledge on Windows Operating Systems and MS Products
  • Proven ability to troubleshoot hardware issues across notebooks, desktops, workstations and IoT devices.
  • Effective communication skills at all levels - written and verbal
  • Superior customer service skills
  • Able to use advanced problem solving skills and methodologies
  • Proven ability to learn new and complex technology
  • Able to prioritise in a fast paced, dynamic work environment
  • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests
  • Effectively transfer thoughts and expresses ideas verbally in individual or group situations
  • Business Fluent English and German

Candidate Pre-Requisites:
  • 5+ years of experience in Client Technical Support roles.
  • Experience within IT Services and Working with Field Service Providers

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 

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

https://www.youtube.com/watch?v=hU5Rr3gLEXAhttp://

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!

Youtube Video


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.
* Germany
Baden-Württemberg

Additional Locations: 
* Germany - Baden-Württemberg - Stuttgart
* Germany - Baden-Württemberg - Stuttgart
* Germany - Baden-Württemberg - Stuttgart , * Germany - Baden-Württemberg - Stuttgart
* Germany - Baden-Württemberg
* Germany
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