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Description and Requirements
Responsibilities:
• Managing & driving Technical Escalations from Customer / Service Provider / Sales Team
• Identifying the High failure Models/parts & checking for any quality related issues, taking up with product engineering team for resolution.
• Handling Critical Situations (High Failures & Known Quality issues) for customers & deploying the resolutions. Supports assigned major customers on a particular product or product line.
• Collaborating with BU and product teams to address technical/Quality and CX issues.
• Support field technical readiness for new product launches
• Manages the activities of a team of Technical Support Engineers supporting customers on a specified set of products.
• Drive Training & Upskill for Field service engineer/ Resident engineer/ authorized service provider tech resources
• Supervises and coordinates daily/weekly activities, resource allocation and operations of the Technical Support group.
CX & Cost metrics:
• Technical Escalations resolutions to be delivered within targeted SLA
• CX measure is Customer CSAT scores (CX Goals aligned to the vertical)
• Cost metrics - Training ASP FSE to mitigate Repeat repair , First time resolution and minimize parts usage.
• Design & Deliver Training modules for planned field resource capacity
• Training Sessions across 4 Qtrs covering New product introductions ,Refresher & Bottom Quartile mgt
Experience / Education:
• 7-11 years of relevant experience i PC & Hardware
• Graduation (Full Time)
Additional Locations:
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE
NOTICE FOR PUBLIC
At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.