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Description and Requirements
The SEM serves as the Single Point of Contact (SPOC) for Large Account customers who have purchased PSP warranty extensions. In this capacity, the SEM addresses service-related issues directly with each account, ensuring responsiveness and resolution.
The SEM role monitors service activity, analyzes performance metrics, and escalates issues as needed. Backlog management-successfully resolving daily service requests and orders-is a key performance indicator. The SEM collaborates with customer representatives, Sales, and Services leadership within Lenovo, advocating for customers' service needs.
The role also develops and presents their analysis/results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). You must be comfortable dealing with all levels of customer representatives and Sales and Services leadership within Lenovo.
Job Responsibilties:
- Manage Open Service Requests and Orders to a successful conclusion.
- Collaborates with Technical Team Lead to optimize SLA adherence and performance
- Maximizes the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle. The SEM manages customer escalations and acts as the customer's advocate.
- Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
- Act as a single point of contact for customer escalations and owns the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
- Use complex analytical skills to recognize trends and improve performance
Basic Qualifications:
- 3+ years of experience in project or program management
- 3+ years of experience in escalation management in an IT customer service enviorment
- 3+ years of experience in client management
Preferred Qualifications:
- Excellent presentation, communication, and interpersonal skills
- Proficient in Microsoft Office programs and PC technologies
- Ability to effectively interact and communicate with Senior executives to CXO level personnel
- Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment
- Knowledge of PC technology
- Project Management experience
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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* United States of America - North Carolina - Morrisville