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NA Premier Technical Support Manager

Company: Lenovo
Location: Morrisville
Posted on: March 18, 2023

Job Description:

General Information Req # WD00049120 Career area: Services Country/Region: United States of America State: North Carolina City: Morrisville Date: Monday, January 30, 2023 Working time: Full-time Additional Locations: Morrisville - North Carolina - United States of America Why Work at Lenovo Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet. And we go big. No, not big-huge. We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future. The one thing that's missing? Well you... Description and Requirements Premier support is a new exciting Service that entitles the customer to advanced technical support within a new Lenovo group. As a Premier Support Manager, you will be a people manager overseeing the day-to-day activities of the Premier Technical Support Specialists and Team Leaders. This includes ensuring service levels are met across the various Premier support channels and driving second to none customer experience. We own ensuring each customer call is resolved with white glove treatment. In addition to the operational execution, this position will also be critical in providing feedback on Lenovo's Customer Experience Team and developing initiatives to help differentiate Lenovo from its competition. Candidates for this position must have proven team, quality improvement, and organizational skills. They must be able to manage priorities and demonstrate a strong aptitude for problem resolution. Lenovo is the one of the fastest growing technology companies on the planet, with growth outpacing our competition quarter after quarter and we're growing! Lenovo's fundamental belief is that life rewards those who Never Stand Still. Every day, every employee at Lenovo is focused on moving forward, rejecting traditional limits, and always seeking a better way. We are looking for the person who challenges the ordinary and seeks to innovate in learning, while also balancing execution. Job Responsibilities: * Proactively make technology adoption recommendations based on experience and in-depth knowledge of a customer's needs * Communicate effectively in a team setting and display leadership qualities * Provide superior customer service to our clients * Analyze, strategize, and implement process improvements to increase efficiency of the team * Ability to work flexible hours to accommodate needs of the business in a fast-paced Customer Engagement Center environment Basic Requirements: * BA/BS degree in Information Technologies, or equivalent expereince * 3+ years of Services Operations experience * 3+ years of Technical Support experience Preferred Requirements: * Leadership background with operation and process knowledge being ideal * Effective communication skills at all levels - written and verbal * Superior Customer service skills * Able to problem solve and think laterally * Proven ability to learn new and complex technology * Able to prioritize in a fast paced, dynamic work environment * Ability to commit and work with agility and speed to respond to short-notice requests * Effectively transfer thoughts and expresses ideas verbally in individual or group solutions * Leadership skills and experience to drive training, coaching, and performance management * Strong teaming and communication skills required, able to develop relationships quickly and effectively * Background in working with and interfacing with Technical Support organizations * Process improvement experience 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. Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo's US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo's accommodation process. Multiple Countries (Posting Locations) United States of America Multiple States (Posting Locations) North Carolina Multiple Cities (Posting Locations) Morrisville - North Carolina - United States of America

Keywords: Lenovo, Cary , NA Premier Technical Support Manager, Executive , Morrisville, North Carolina

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