#### Position Description:


Lenovo is a US $50 billion global Fortune 500 company and we rank #212, and a
leader in providing innovative consumer, commercial and enterprise
technologies. Globally, our product lines include a full range of commercial
and consumer PCs, servers and workstations, and a family of mobile internet
devices including tablets and smart phones.  We design and build our products
to bring progress to the world.  Serving customers in more than 160 countries,
we take our inspiration from the drive and imagination of the people who make
things happen; our technology helps those who do, do better.

At Lenovo we employ more than 60,000 people worldwide and our people share a
common aspiration to be the very best. Whether serving our customers, working
as a team or contributing to the community, we are working to build a unique
company.  A company that delivers unparalleled products created and supported
by people with a wealth of different cultures and experiences. Our strength
lies in this diversity. We are dedicated to fostering an environment that
encourages entrepreneurism and ownership. A workplace where people's talents
can be challenged and their efforts recognized and rewarded.  We employ
fantastic people…come join the fun!


As a Lenovo Technical Account Manager (TAM), you will have the opportunity to
serve as a trusted advisor to our customers who have purchased Premier Support
warranty entitlement and services. Once skilled and conversant with the Lenovo
Premier services portfolio and deliverables, you will be responsible to drive
a best in breed customer experience and outcome. The TAM develops and
maintains an excellent rapport with key stakeholders at multiple seniority
levels, ensuring a timely communication updates and exceptional case handling
to resolution.

The TAM acts as a single point of contact for Premier service issues ensuring
responsiveness and timely resolution. Utilising feedback from the account team
and knowledge built through engagement, the TAM utilizes existing processes to
improve efficiency, quality and reduce cost of service delivery setting up
improvement initiatives as required.

The TAM closely monitors service activity and performance in accordance with
service level KPI’s, escalating issues to appropriate teams and service
providers.  Developing and presenting customer warranty service reports,
detailing trends and any improvements against service metrics at an agreed
frequency (monthly/quarterly).

The TAM must be comfortable dealing with all levels of stakeholder seniority
and will be seen as an advocate for our Premier customer services needs within
the business.

Day-To-Day Responsibilities:

• Relationship:
\- Maximizes the value of the customer’s investment in Lenovo products and
services throughout the end to end customer lifecycle. The TAM 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

• Escalation management:
\- Acts 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.
\- Develops and delivers post incident reports on all critical support
incidents, adheres to customer support plans and relationships,
\- Uses complex analytical skills to recognize trends and improve performance.

• Prevention:
\- Requires a general understanding of and technical competence in PC
technologies.
\- Develops and coordinates proactive maintenance initiatives based on
industry best practices and statistical data trends

• Optimization:
\- Identifies and leads continuous improvement activities in support of
customer or internal business processes

• Support:
\- Leads complex service delivery processes, develops creative resolutions to
complex problems, and ensures contractual support service deliverables are
understood and managed effectively

• Collaboration:
\- Compiles, analyzes and interprets statistical data and trends relating to
service level and operational effectiveness

#### Position Requirements:


• Superior knowledge of PC technology, market trends, other vendor
competition, sales strategies and management principles.
• Ability to effectively interact and communicate with Senior executive to CXO
level personnel
• Excellent presentation, communications and interpersonal skills
• Proficient in Microsoft office programs and PC technologies
• Excellent organizational skills, must be a self-starter who has experience
in managing multiple initiatives simultaneously in a demanding and evolving
environment.
• Ability to work effectively within a virtual team, driving results through
collaboration in a complex cross-functional organisation required.

• Previous IT/T Services experience.
• Field Services practical experience
• Project management
• Teamwork
• Financial understanding
• A diploma or degree in Information Systems, Computer Science or equivalent
experience
• IT business process certification (ITIL, Six Sigma)
• Technical certifications

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, status as a veteran, and basis
of disability or any federal, state, or local protected class.