We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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, and read about the latest news via our StoryHub.
Description And Requirements
As a Field Technical Consultant (FTC), you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will use the insights gained from customer account teams, who you will collaborate with, to handle high impact situations and resolve them successfully. You are expected to produce analyses of customer situations, working with the Lenovo Support Teams when needed.
You must be able to deal with customer representatives at any level, and also with Sales, Services leadership, and technical communities at any level. You will be a trusted advisor for our customers.
What You Will Do
* Escalation Management: Serve as the single point of contact for customer escalations, coordinating resolution efforts across teams.
* Service Delivery Leadership: Lead complex service delivery processes and develop creative solutions aligned with the Statement of Work.
* Customer Advocacy: Act as the customers advocate, ensuring their investment in Lenovo products and services is maximized throughout the lifecycle.
* Cross-Team Coordination: Facilitate communication and collaboration between customers, support teams, account teams, and field service personnel.
* Incident Reporting: Develop and deliver post-incident reports for critical support cases, adhering to customer support plans.
* Technical Competence: Maintain a strong understanding of PC and Cloud technologies to support problem-solving and proactive maintenance.
* Continuous Improvement: Identify and lead initiatives to improve customer and internal processes using industry best practices and data trends.
* Data Analysis: Compile and interpret service level and operational data to enhance effectiveness and decision-making.
* Executive Communication: Communicate effectively with senior executives, including CXO-level personnel, using strong presentation and interpersonal skills.
* Organizational Skills: Manage multiple initiatives in a dynamic environment, build virtual teams, and drive results across a complex organization.
Position Requirements:
* Superior knowledge of DWS, PC and Cloud technology. Keeping up to date on the latest market trends.
* Ability to effectively interact and communicate with Senior executives to CXO level.
* Asset Management Tools, Patch Management, Driver Management, Image Management, (Modern) IT Deployment solutions, PC architecture knowledge
* In depth knowledge of current Windows operating systems, Windows engineering. Diagnostics and trouble shooting
* Business fluent English and German language.
What We Can Offer You
* Employee Share Purchase Plan
* Employee Assistance Program, e.g., for health, legal financial consultancy
* Pension Plan
* Meal Allowance / Lunch Vouchers
* Internal E-learning Development Platform Available for Employees
* Specialized Development Trainings (based on nomination process)
* Employees Groups (LGBT+, WILL, etc.)
* Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
* Job Rad (Bike Leasing)
Check out the video, our DACH team created, to give you an insight into the Lenovo culture We are looking forward to talking to you
Youtube Video
Want to know more ?
Check out our Kununu profile
When applying for this position, please send your CV (including covering letter and references) via our Online-Tool. At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities too.
We think and act differently
Lenovo Services adopted a new way towards a smart transformation to become a solution-based company. Services offer a comprehensive portfolio of services that support the full lifecycle of the Lenovo products. At every stage from planning, deployment, support to asset disposal we offer the expertise and services to more accurately budget for the customer`s IT expenses, deliver better SLA and generate greater end user satisfaction.
Shape a new Services culture with us
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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.