Lenovo

Experience & Skills

• Education: Bachelor’s degree or equivalent is preferred.
• Experience: 5-7 years working experience; 1 - 3 Years customer services
• Excellent command over verbal & written English Language
• Experience with ticketing tools
• Skilled in Excel
• Persistent, detail oriented, able to multitask

Key Responsibilities:

• Strong in people & process management, process-driven and result oriented.
• Responsible for sharing reports & analytics, reducing process gaps, process re-engineering and process quality
• Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
• Support local initiatives to drive performance improvement
• Provide quality response to all requests from India / AP Service management.
• Maintain and deliver functional roadmap for assigned portion of the business
• Analysis root cause for delayed / failed deliverables and drive cross function team for serviceability improvement. 
• process optimization and efficiency improvement
• Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables

Job Deliverables:

• Oversee installation and setup of Desktop, Laptop and Tablet devices
• Management of incidents and requests for DaaS customers
• Monitoring and managing inventory levels
• Working on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
• Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
• Invoicing the customer and vendor for services delivered
• Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
• Ensure customer satisfaction at all times
• Processing Orders for New devices, re-deploying devices
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery

Requirements also include:

• Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail.
• Project management skills including execution of tasks, while managing risk and ensuring on time delivery.
• Hands on Operational Engagement
• Collaboration and Influence a must
• Ability to Drive, Lead, and Follow all at once