Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively.
Maximize the value of the customer’s investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer’s advocate.
Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.
Compile, analyse and interpret statistical data and trends relating to service level and operational effectiveness.
Act as a single point of contact for customer escalations and own the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.