Lenovo

◇Position Description◇

■Organization/組織

・number of team  : 24

・Report to  : Japan Premier Support Leader

■Description and Requirements

As a Lenovo Premier Technical Support Manager, you will have responsibility for delivering exceptional levels of customer service to our Premier support customer base. 

This is a managerial position with the Lenovo Premier Support team based out of Tokyo, Japan. In this role, you will lead a team of Premier Technical Support Specialists to deliver best in class support to Lenovo Premier customers. 

Over email, online chat and phone your team will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed.

As the primary owner of the technical support team, you have to keep the team’s technical skillset through　continuous technical training, skills upgrading, and regularly sharing of best practice to upkeep professional service customer experience of the Premier Technical Delivery team. Utilizing the feedback from the reporting and knowledge gained, you will reimagine existing processes to improve efficiency, quality and effectively manage cost of service delivery, setting up new processes as needed.

As a Premier Technical Support Manager, you will closely monitor service activity and performance to the service level KPIs, escalating issues to appropriate teams and 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 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.

■Day-To-Day Responsibilities:

【People Management】

・Responsible for day-to day management of Premier Support staff, shift management, personal development, technical training and general people management related duties 

・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

【Training】

・You will design and ensure delivery of training programs to keep in front of emerging technologies and ensure the technical team is best of breed.

【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.

■Team Involvement:

・Service Delivery 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

■Others:

As a Technical Support Manager, you need to raise and stabilize the technical level of Contact Center and Technical Account Managers. Main duties include participation in overseas technical training, deployment to teams, research and support for technical projects, and cooperation with related departments.

In Japan, the organizational structure is being reviewed, and the position of technical support manager will become　a new position, and there will be no handover.

After joining the company, while working as a technical account manager, you will understand Lenovo's business, participate in technical training, and deploy it to the team.  After the understanding of Lenovo has progressed, there is a possibility that the role and work content will be changed or adjusted again.

◇Requirements◇

■Previous Experience: 

・Previous IT/Technology Services experience.

・Field Services practical experience

・Project management

・Technical Support Management 

・Managing distributed teams

・Financial understanding

■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

■Language skills:

・Japanese : Native Level (or Upper Business Level)

・English : Business Level  (TOEIC score : 800 or higher)

■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