Job Information
Lenovo Client Care Escalation Manager in Bucharest, Romania
Client Care Escalation Manager
General Information
Req #
WD00062447
Career area:
Hardware Engineering
Country/Region:
Romania
City:
Bucharest
Date:
Friday, April 12, 2024
Working time:
Full-time
Additional Locations :
- Romania
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$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
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 ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
Join our dynamic Infrastructure Services Group (ISG) Client Care team as an Escalation Manager (EM). In this role, you'll be pivotal in ensuring seamless resolution to critical situations, serving as the main point of contact for customers facing complex technical challenges.
Your primary responsibilities will include:
Collaborating with diverse business units to ensure that technical issues are clearly defined, understood, documented, and escalated. This involves identifying the right resources to solve problems and leading meetings to create a well-structured plan for resolution.
Managing communication with customers and ensuring that technical action plans are carried out effectively.
Working with internal business units to communicate status updates internally and externally.
Providing timely alerts and regular updates to upper management for important situations.
Collaborating with Product Engineering & Development to create technical presentations for customers.
Ensuring that parts and machine replacement requests are fulfilled as needed.
Driving special projects aimed at improving customer experience and satisfaction, and continuously seeking ways to innovate for better efficiency and execution.
Completing a feedback loop after each case closure to identify actionable insights for business or process improvements.
Qualifications:
Exceptional communication skills to effectively liaise with diverse stakeholders.
Proficiency in English to facilitate seamless interactions.
Strong project management capabilities to drive successful outcomes.
Adeptness with technology to navigate complex technical landscapes.
What we offer:
Opportunities for career development & growth
Performance-based rewards
Flexible working environment
2 sick days per year
Additional leave time for all employees for the Public Holidays that are on weekend days
Meal Tickets
Private medical insurance
Well-being allowance
Join us in elevating client care and shaping exceptional experiences for our valued customers. Apply now to be part of our dynamic team!
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 :
Romania
Romania