Escalation Manager
Lenovo (Schweiz) GmbH
Why Work at Lenovo
Description and Requirements
This is a remote position and can be located anywhere in the United States
The Escalation Manager (EM) role is part of the WW ISG Client Care team. An EM is a technical project manager who is engaged on a case-by-case basis as the Lenovo focal to help drive resolution to customer Critical Situations. Once engaged, the EM is the primary resource assigned to drive resolution for Customer critical situations involving complex, technical issues where coordination across different cross-functional teams (internal and external) is required.
The primary responsibilities of the EM role include:
- Teaming with differing business units to ensure technical issues are clearly defined, understood, documented, escalated, and communicated.
- Identifying the correct resources needed to drive resolution to the technical issues and functions and operates as the primary focal point to facilitate meetings (both internal and external) with the identified resolution team members to drive a structured and cohesive resolution plan.
- Manages the customer interface and execution of the technical Action Plan with the customer.
- Teams with internal business units for internal/external status communications and meeting requirements.
- Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations.
- Teams with Product Engineering, Development, and Services to prepare customer presentations.
- Ensures fulfillment of parts and machine replacement requests as approved.
- Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution.
- Completes a closed loop / lessons learned template when closing each case with a focus on identifying actionable items to drive improvements in the business or process.
- At least 10 years of professional experience in a Escalation Manager, Technical project manager, or similar role
- Minimum of 5 years experience in a customer facing role
- Experience in the Server, Datacenter or Infrastructure space
- Bachelors Degree
About the company
Lenovo (Schweiz) GmbH
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