Job Information
Lenovo Technical Account Manager (multilingual) in Slovakia
Technical Account Manager (multilingual) General Information Req # WD00065663 Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Friday, May 17, 2024 Working time: Full-time Additional Locations : * Slovakia 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 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. Leveraging your expertise in Lenovo systems and service procedures, you will be responsible for enhancing the customer experience. You will develop and maintain an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication. The TAM serves as a single point of contact for service issues, ensuring responsiveness and resolution. Using feedback from the account and the knowledge gained, you will work with existing processes to improve efficiency, quality, and reduce the cost of service delivery, while also establishing new processes as needed. You will closely monitor service activity and performance against service level KPIs, escalating issues to appropriate teams and service providers. Additionally, you will develop and present analysis/results for service metrics internally and externally according to the required timeline (weekly/monthly/quarterly). The TAM must be comfortable interacting with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will act as an active advocate for our customers’ service needs within the business. You will report to the EMEA Premier TAM Manager. 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 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 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. Business Fluent English and at least one of EMEA languages (in Nordics / South region / CSEE / DACH region) Additional languages more languages are plus Additional requirements: Previous IT/T Services experience. Field Services practical experience Project management Teamwork Base gross monthly salary starts from 2600 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings. What Lenovo can offer you: 3 sick days per year Additional vacation days 100% sick leave compensation up to 2 months per year A broad selection of soft and hard skills trainings and individual mentoring 1:1 contribution to the Third Pillar Pension System Home office flexibility upon team agreement You will report to SSG (Solutions & Services Group) organization structure. SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions. 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. Additional Locations : * Slovakia * Slovakia