Lenovo
Sr. NA ISG Premier Support Manager
Lenovo, Morrisville, North Carolina, United States, 27560
General Information
Req #:
WD00071968Career area:
ServicesCountry/Region:
United States of AmericaState:
North CarolinaCity:
MorrisvilleDate:
Tuesday, September 24, 2024Working time:
Full-timeWhy 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.To find out more visit
www.lenovo.com , and read about the latest news via our StoryHub.Description and Requirements
As the Sr. NA ISG Premier Support Manager, you will lead and manage the premier support team for the Infrastructure Solutions Group (ISG) in North America. Your responsibilities include developing and implementing strategies to ensure the highest level of customer satisfaction and retention. You will monitor and analyze team performance, create, and maintain team schedules, and train and mentor team members to improve their technical skills and customer service abilities.You will collaborate with cross-functional teams to identify and resolve complex technical issues for clients, develop and maintain strong relationships with internal teams and key clients, and stay updated on industry trends and advancements in technology. Additionally, you will develop and implement customer service policies and procedures, monitor and report on key performance metrics, and act as a point of escalation for complex or high-priority customer issues.The ideal candidate for this role should possess strong team management, quality improvement, and organizational skills. They should be adept at managing priorities and have a knack for problem resolution. It is a position that requires both operational excellence and a strategic mindset to continuously enhance the customer support experience and maintain Lenovo's competitive edge.This role requires the candidate to be local to
Morrisville, NC . Also, the employee will be required to adhere to our 3:2 hybrid work schedule.Job Responsibilities:
Manage a dispersed premier support team for ISG in North America, ensuring the highest level of customer satisfaction.Develop and implement strategies to ensure customer satisfaction and retention.Monitor and analyze team performance and implement corrective measures as needed.Create and maintain team schedules to ensure adequate coverage.Train and mentor team members to improve their skills.Collaborate with cross-functional teams to resolve complex technical issues.Develop and maintain strong relationships with key clients.Monitor and report on key performance metrics.Act as a point of escalation for complex customer issues.Conduct regular performance evaluations and provide feedback.Manage team budget and resources effectively.This position will have one manager that will report directly to you.Basic Requirements:
Bachelor's degree or equivalent experience.3+ years of experience in management.3+ years of experience in infrastructure technical support (Server, Storage, or Cloud solutions).Preferred Requirements:
Effective communication skills, both written and verbal.Superior customer service skills.Ability to adapt quickly to resolve client issues.Strong leadership skills for training and performance management.Ability to prioritize in a fast-paced environment.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.
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Req #:
WD00071968Career area:
ServicesCountry/Region:
United States of AmericaState:
North CarolinaCity:
MorrisvilleDate:
Tuesday, September 24, 2024Working time:
Full-timeWhy 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.To find out more visit
www.lenovo.com , and read about the latest news via our StoryHub.Description and Requirements
As the Sr. NA ISG Premier Support Manager, you will lead and manage the premier support team for the Infrastructure Solutions Group (ISG) in North America. Your responsibilities include developing and implementing strategies to ensure the highest level of customer satisfaction and retention. You will monitor and analyze team performance, create, and maintain team schedules, and train and mentor team members to improve their technical skills and customer service abilities.You will collaborate with cross-functional teams to identify and resolve complex technical issues for clients, develop and maintain strong relationships with internal teams and key clients, and stay updated on industry trends and advancements in technology. Additionally, you will develop and implement customer service policies and procedures, monitor and report on key performance metrics, and act as a point of escalation for complex or high-priority customer issues.The ideal candidate for this role should possess strong team management, quality improvement, and organizational skills. They should be adept at managing priorities and have a knack for problem resolution. It is a position that requires both operational excellence and a strategic mindset to continuously enhance the customer support experience and maintain Lenovo's competitive edge.This role requires the candidate to be local to
Morrisville, NC . Also, the employee will be required to adhere to our 3:2 hybrid work schedule.Job Responsibilities:
Manage a dispersed premier support team for ISG in North America, ensuring the highest level of customer satisfaction.Develop and implement strategies to ensure customer satisfaction and retention.Monitor and analyze team performance and implement corrective measures as needed.Create and maintain team schedules to ensure adequate coverage.Train and mentor team members to improve their skills.Collaborate with cross-functional teams to resolve complex technical issues.Develop and maintain strong relationships with key clients.Monitor and report on key performance metrics.Act as a point of escalation for complex customer issues.Conduct regular performance evaluations and provide feedback.Manage team budget and resources effectively.This position will have one manager that will report directly to you.Basic Requirements:
Bachelor's degree or equivalent experience.3+ years of experience in management.3+ years of experience in infrastructure technical support (Server, Storage, or Cloud solutions).Preferred Requirements:
Effective communication skills, both written and verbal.Superior customer service skills.Ability to adapt quickly to resolve client issues.Strong leadership skills for training and performance management.Ability to prioritize in a fast-paced environment.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.
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