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$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).

• Act as a Single Point of Contact for customer's concerns and issues.
• Act as the customer escalation point for customer business critical events and major incidents.
• Monitor accounts to ensure system running with optimal performance
• Build and maintain customer relationship and perform account management activities.
• Coordinate with Lenovo support teams and delivery partners to support customer.
• Early identification of customer satisfaction issue and develop Service Improvement Plan to improve customer service experience.
• Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
• Prepare and conduct the Service Review Meeting, including the publication of Performance reports, Meeting minutes, and Action Plan.
• Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
• Understand customer business requirement and identify account growth opportunities.
• Capture every opportunity to grow the business and relationship with customer.
• Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers

• Bachelor's degree in Computer Science, Engineering, or Business Administration
• At least 5 years experience in maintenance services
• At least 3 years experience in project management
• At least 3 years experience in working with clients
• Ability to manage multiple complex customer situations at the same time
• Excellent interpersonal and communications skills
• Experience in managing partners and vendors in an international environment
• Ability to make right decisions based on strong analytical reasoning skills
• Excellent interpersonal skills that build positive relationships with other team members
• Strong ability to organize work schedule and time to ensure deadlines are always met
• Excellent oral and written Bahasa Malay & English skills.
• Candidate with Bahasa Indonesia language fluency also considered.
• Ability to travel within Malaysia and ASEAN countries, minimum travel of 10-25%

• Knowledge of Wintel platform server, storage and networking product.
• Knowledge of Microsoft Windows server and Linux server
• Knowledge of VDI and Cloud solution
• Ability to articulate technical information and KPI data into excellent reporting such as Incident/Management Report, Root Cause Analysis report and KPI Business Review Report