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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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Description and Requirements
We are looking for an experienced Service Product Engineer. Join us and work within Service's support tool automation team - Smarter Support - to enable automated support for non-x86 technologies/platforms.
What You will do:
- Designs, implements, maintains, and supports the AI based automated tools used by a company's service team to efficiently troubleshoot, diagnose, and resolve customer issues with products or systems.
- Defines KPIs and develops reporting dashboards to monitor success of automated support tools.
- Integrates existing tools with internal systems like CRM and parts inventory management platforms.
- Deploys and trains service teams on new automated tools.
- Monitors tools performance and identifies areas for improvement.
- Troubleshoots technical issues with service tools and resolving user queries.
- Analyzes service data collected through tools to identify trends, patterns, and potential issues.
- Collaborates cross functionally with development architects and engineers, product engineering, support teams in defining server error codes, error messages, and repair actions.
- Implements automated rules, processes, and procedures to enable customers and L1 agents to performs corrective action tasks faster, more efficiently and with better customer experience.
- Collaborate with operations managers to develop and implement controls and improvements.
Qualifications:
- 8+ years of relevant industry experience and 2+ years of developing technical specification in related fields.
- Bachelor's Degree in Technical Discipline (e.g. Engineering, Computer Science, Information Technology).
- Hands-on experience with Intel x86, Nvidia, and/or AMD servers or clusters.
- Technical experience in development, manufacturing, product engineering, or customer support roles.
- Experience working in the design, development and/or support of x86 and non-x-86 servers.
- Knowledge of networking protocols and/or Operating Systems (Windows, Linux, or VMWare).
What Lenovo can offer you:
- Opportunities for career development & growth
- Access to various training
- Performance-based rewards
- Flexible working environment (combination of working from home/office)
- An open and stimulating environment within one of the most forward-thinking IT companies.
- Flat structures and fast decision-making processes.
- An international team with a high focus on Gender Diversity.
You will report to SSG (Solutions & Services Group) organization structure.
SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.
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 Kingdom - Renfrewshire