Job Information
Lenovo Sr. Escalation Manager in Morrisville, North Carolina
Sr. Escalation Manager
General Information
Req #
WD00071359
Career area:
Hardware Engineering
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Thursday, September 5, 2024
Working time:
Full-time
Additional Locations :
- United States of America - North Carolina - Morrisville
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 (https://news.lenovo.com/) .
Description and Requirements
*This is a remote position and can be located anywhere in the United States.
Once engaged, the Senior Escalation Manager (EM) is the primary resource assigned to drive resolution for Customer critical situations involving complex, technical issues where coordination across different cross-functional teams (internal and external) is required. This role will report directly to the Director of WW Client Care.
The primary responsibilities of the EM role include:
Teaming with differing business units to ensure technical issues are clearly defined, understood, documented, escalated, and communicated.
The EM is responsible to identify the correct resources needed to drive resolution to the technical issues and functions and operates as the primary focal point to facilitate meetings (both internal and external) with the identified resolution team members to drive a structured and cohesive resolution plan.
Manages the customer interface and execution of the technical Action Plan with the customer.
Teams with internal business units for internal/external status communications and meeting requirements.
Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations.
Teams with Product Engineering, Development, and Services to prepare customer presentations.
Ensures fulfillment of parts and machine replacement requests as approved.
Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution.
Completes a closed loop / lessons learned template when closing each case with a focus on identifying actionable items to drive improvements in the business or process.
Basic Qualifications:
At least 15 years of professional experience in a Escalation Manager, Technical project manager, or similar role
Minimum of 10 years experience in a customer facing role
Experience in the Server, Datacenter or Infrastructure space
Bachelors Degree
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 :
United States of America - North Carolina - Morrisville
United States of America
United States of America - North Carolina
United States of America - North Carolina - Morrisville