Service Engagement Manager

As a Lenovo Infrastructure Solutions Group Service Engagement Manager (SEM), you will have the opportunity to serve as a trusted advisor to our clients. The SEM develops and maintains an excellent rapport with key client contacts at multiple levels, as well as the Lenovo Sales team, to fully understand the client's needs and mutually ensure consistent and relevant communication and maintain an excellent customer experience.

The SEM acts as a single point of contact for service issues, ensuring responsiveness and timely resolution. Utilizing feedback from the account and knowledge built, the SEM works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed. The SEM closely monitors client service activity and performance to the service level KPIs looking for unusual or pervasive issues and engaging other teams as necessary.

The SEM must be comfortable dealing with all levels of client representatives as well as all levels of Sales and Services leadership within Lenovo. The SEM will be an active advocate for our client's services needs within Lenovo.

Key Job responsibilities:

*Ensures effective ownership, communication, coordination, and facilitation of service activities between the client and support teams, account teams, and field service personnel.

*Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between clients, Support engineers, field service personnel, software support, investigation, and analysis of product problems.

*Identifies and leads continuous improvement activities in support of client or internal business processes

*Analyzes client inventory to validate entitlement, installation location, and service parts stocking

*Compiles, analyzes, and interprets statistical data and trends relating to service level and operational effectiveness. Provides reports to customer on a regular basis.

Basic Qualifications:

*3-5 years experience in IT, Customer Service, Field Tech, or Account Management

Bachelors Degree (Computer Science, Business or related field)

*General understanding of IT infrastructure and technology.

*Knowledge of customer service practices

*Proficient in Microsoft office programs (specifically Excel and PowerPoint)

Preferred Qualifications:

*Excellent communication, presentation, and interpersonal skills

*Ability to effectively interact and communicate with customers, often in challenging situations.

*Excellent organizational 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 organization required

We follow a friendly hybrid model with three days a week in the office-great for collaboration and connection!