#### Position Description:


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. Being skilled in the Lenovo Systems and procedures in regards to
services, you will be responsible to drive the customer experience. The TAM
develops and maintains an excellent rapport with key customer contacts at
multiple levels; ensuring consistent and relevant communication.

The TAM acts as a single point of contact for service issues ensuring
responsiveness and resolution. Utilising the feedback from the account and
knowledge built, the TAM works existing processes to improve efficiency,
quality and reduce cost of service delivery, setting up new processes as
needed.

The TAM closely monitors service activity and performance to the service level
KPI’s, escalating issues to appropriate teams and service providers.
Developing and presenting analysis / results for the service metrics
internally and externally on the time line required
(weekly/monthly/quarterly).

The TAM must be comfortable dealing with all levels of customer
representatives as well as all levels of Sales and Services leadership within
Lenovo. He or she will be an active advocate for our Customers’ 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:


Key Competencies Needed:
• 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 organisation skills, must be a self-starter who has experience in
managing multiple initiatives simultaneously in a demanding and changing
environment.
• Ability to build effective virtual teams and drive results through others in
a complex cross-functional organisation required.
• Native level Danish and Business Fluent English

Position Requirements: Previous Experience:
• Previous IT/T Services experience.
• Field Services practical experience
• Project management
• Teamwork
• Financial understanding

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.