Position Description: Lenovo first class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency. This Premier Support Operations Role resides within the Premier Support Technical centre of excellence, providing support on all aspects of Premier Support operations. Day-To-Day Tasks: • Develop and own content for regular BMS meetings and MBR reviews with Lenovo field partner • Defining and tracking action plan with Lenovo field partner • Review performance KPIs on a weekly, monthly and quarterly basis and provide analysis of trends and areas of improvement • Identify any off track areas and work with the team managers to develop, implement and track to strong improvement plans • Hold review meetings with key staff within the business to ensure alignment and solve operational issues • Ensure Premier Support teams are adhering to process, completing training and operating as designed • Deep Dive appraisals of operating metrics (TAT, OSAT, O2D) as related to performance • Identify performance improvement opportunities #### Position Requirements: • Effective communication skills at all levels - written and verbal • Able to analyse and effectively interpret data • Ability to assist in executing and overseeing activities in Premier transformation projects • Able to prioritise in a fast paced, dynamic work environment • Ability to commit and hold to delivery dates, but also work with agility and speed to respond to short-notice requests • Effectively transfer thoughts and expresses ideas verbally in individual or group situations • Strong organisational skills • Advanced Excel and PPT skills • 5+ years of experience in Client Technical Support, SDM or Vendor Management roles • Not a People Management position Critical Skills • Strong understanding of the warranty model • Ability to turn data into meaningful actions • Strong Services Industry and ‘ITIL’ acumen • Good ability to communicate ideas, sound knowledge of MS Products • Financial acumen What Lenovo can offer You: • An open and stimulating environment within one of the most forward-thinking IT companies • Opportunities for career development & growth • Access to trainings for personal development • An international team with a high focus on Gender Diversity • Attractive compensation package and performance based rewards Base gross monthly salary from 2100 EUR, depending on experience + variable part 12% of your annual earnings Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team: https://bit.ly/3bcl2pu Lenovo is 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. About Lenovo Lenovo is a $46 billion global Fortune 500 company and leader in providing innovative consumer, commercial and enterprise technology. Our portfolio of high-quality, secure products and services covers PCs, workstations, servers, storage, smart TVs and a family of mobile products like smartphones, tablets and apps. Everyone here at Lenovo is an integral part of the company, working together, across continents, cultures and innovations, all comprised in a friendly, fast-paced, work environment that focuses on one common goal: to be known as the best in what we do. 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.