Experience Inc. Jobs

Product Service & Repair Quality Program Manager General Information Req # WD00069199 Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Monday, July 29, 2024 Working time: Full-time Additional Locations :  * Romania - Bucureşti * Slovakia - Bratislavský 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$57 billion revenue global technology powerhouse, ranked #248 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  www.lenovo.com , and read about the latest news via our  StoryHub . Description and Requirements This is Program Manager position that will have responsibility for capturing and tracking potential field issues on PC products from launch through the end of warranty period. The core responsibility will be to act as a liaison between service delivery and product quality to provide open communication of potential service issues to quality and product development to help drive remediation on those potential issues to minimize customer and service impact. The role will involve regular reporting of global service activity at a product line level to identify symptoms and trends that warrant additional investigation from product quality. A closed loop communication plan and status reporting back to GEO service delivery teams will be needed. Expected KPIs with be to measure and reduce the number of technical escalations and support the improvement of overall product quality measure by repair actions. The ideal candidate should have experience in technology service, technical support and/or quality engineering. Candidates must also have excellent written and verbal communication skills, the ability to create and sustain urgency and a proven ability to lead large cross-functional communications and engagements across all levels and teams in the organization: regional service teams, WW service function teams, business unit teams, service parts teams, and web teams. Key Responsibilities: Managing a reporting and communication BMS for Product Service & Repair Quality Capture potential product service quality issues and create tracking reports from various GEO delivery channels including contact center, field service, and 3rd party repair partners. Monitor service and support trend data to identify new potential issues especially during a post launch Early Warning period. Drive the disposition and remediation of captured field issues with Product Quality to improve current and future product design. Basic Qualifications: 5+ years working experience in the device technology industry. Bachelor’s degree or equivalent in Computer Science, Computer engineering, Technical or Business discipline; Technical preferred Ability to work with WW team members, drive WW projects, participate in after-hours calls Languages: Fluent in English Preferred Qualifications: Effective English written & oral communication skills are critical. Service & Support or Quality experience preferred. Strong familiarity with Lenovo’s PC and accessory hardware portfolio and current diagnostic solution Experience with Six Sigma tools and Lean techniques Ability to think and act both tactically and strategically. Proven track record of taking ownership and driving results in a cross functional environment. Bias for action and ability to juggle multiple projects. Power BI knowledge is a plus.  Base gross monthly salary starts from 2.500 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 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 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 :  * Romania - Bucureşti * Slovakia - Bratislavský * Romania, * Slovakia * Romania - Bucureşti , * Slovakia - Bratislavský