Job Description

### General Information

Req #
WD00066900
Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Wednesday, June 19, 2024
Working time:
Full-time
Additional Locations :
• India - Karn?taka - Bangalore
• India - Karn?taka - BANGALORE
### 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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.


This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.


### Description and Requirements

Position Description & Responsibilities:



The KADM is a customer facing resource within the Lenovo services operation reports into the Head of Services Delivery & Customer Engagement and is responsible for

• Services Delivery to Commercial customers
• Drive response & resolutions to incidents/Service calls reported
• Escalation mitigation & management
• Drive service delivery excellence through extended teams & resources
• Proactive engagement actions with a predictive mindset and increase customer loyalty
• Manage field service partners in the assigned territory


Candidate should be able to deliver highest level of customer delight and add value in customer retainer programs, work jointly with sales team and cross function to resolve customer issues and set right expectation on service delivery. Demonstrate "solution seeking and providing" mindset. Ability to sense revenue opportunities with customers would be considered as asset.

Key Scope of Work :

• Coordinate with delivery verticals, support teams through systematic interlocks, reporting and analysis.
• Alignment with the BU/Product teams to understand the business impact and formulate delivery plans for customers.
• Focus on Key and potential Accounts, proactively through engagement actions including QBRs, Service Clinics, CXO engagements etc.
• Drive increased F2F contacts with customers, participate in technical resolution discussions and leverage learning's to other similar situations.
• Manage field partners & field resources to attain service delivery KPIs through field visits , cadences & reviews .

Measurable KPIs :

• Maintain/Grow CSAT scores
• Drive faster TAT
• Operational parameters: RMA, Repeat Repairs, Parts Consumption
• FSE productivity & Order closure ratio (field partner)

Candidate Requirements :

• 8+ years of experience in the space of " Services Delivery " out of which 5 years should be hands on experience at managing large enterprise/Global/SMB accounts .
• Proven track record to build and maintain key stake holder connects with large enterprise/Global/SMB customers.
• Field Service Partner Management experience
• Ability to structure thoughts & actions based on learnings, information gathering and analysis.
• Education Qualification - Preferably an Engineering graduate with PGDBA/MBA ( From institutions of repute) .
• Knowledge of computer hardware technology/ workstations/ Servers etc would be a plus.


Additional Locations :
• India - Karn?taka - Bangalore
• India - Karn?taka - BANGALORE
• India
• India - Karn?taka
• India - Karn?taka - Bangalore , • India - Karn?taka - BANGALORE