Premier Technical Support Manager

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Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 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 our StoryHub.

The Technical Support Manager role at Lenovo is pivotal in ensuring top-notch technical support and customer experience within the Premier Support service. Managing a team of Technical Support Specialists and Team Leaders involves overseeing day-to-day activities, ensuring service levels are met, and driving a high standard of customer experience.

As a Technical Support Manager, you will need to prioritize customer satisfaction by ensuring that each customer receives the best possible support with a "white glove" treatment approach. Additionally, your role extends to developing initiatives to set Lenovo apart from its competitors.

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 the Morrisville, NC. Also, the employee will be required to work in-office 3-5 days per week.

These requirements emphasize the need for a well-rounded candidate with a blend of leadership, communication, technical, and problem-solving skills, along with a strong focus on customer service and process improvement.

Basic Requirements

• Bachalors Degree or equivalent experience
• 3+ years of services operations experience
  
  

Preferred Requirements

• Leadership background with operation and process knowledge: Experience in leadership roles, particularly in operations and process management
• Effective communication skills at all levels – written and verbal: The ability to communicate clearly and effectively with individuals at all levels, both verbally and in writing.
• Superior Customer service skills: A strong focus on providing exceptional customer service and ensuring customer satisfaction.
• Ability to commit and work with agility and speed to respond to short-notice requests: Being able to respond swiftly and efficiently to urgent or short-notice requests.
• Effectively transfer thoughts and express ideas verbally in individual or group solutions: Strong verbal communication skills for conveying thoughts and ideas clearly, whether individually or in group settings.
• Background in working with and interfacing with Technical Support organizations: Experience in collaborating with technical support teams or organizations.
• Process improvement experience: Experience in identifying areas for process improvement and implementing changes to enhance efficiency and effectiveness.
• Identification and design of Customer Services processes: Ability to identify and design customer service processes to improve the overall customer experience
• Leadership skills and experience to drive training, coaching, and performance management: Experience in leadership roles with a focus on training, coaching, and managing team performance.
• Able to prioritize in a fast-paced, dynamic work environment: Skill in managing priorities effectively in a dynamic and fast-paced work 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.