Why Work at Lenovo
Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive.
And we go big. No, not big huge.We’re not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting.
And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.
With our ingenuity, we help millions not just the select few experience our version of a smarter future. The one thing that’s missing? Well you...
Description and Requirements
Lenovo Latin America Spanish (LAS) Service Delivery Manager will be responsible for the efficient and profitable operation of Lenovo’s Warranties, for the customer satisfaction indexes and for staffing & leading the overall coordination of the LAS region.
This high-level support role focuses on both internal IT order management as well as external customer service and support.
Our ideal candidate will be a transformational leader who can build a strategic plan but also execute on that vision. Job Responsibilities :
Forecast goals and objectives to reduce cost and increase customer satisfaction
Oversee and identify processes changes for warranties, parts supply chain model, provide reliable technical and customer support to all our clients
Enhance our insourcing and outsourcing strategy with vendor management capacity
Be an influential leader to manage, train, and motivate the LAS Service department staff
Establish and implement departmental policies, goals, objectives, and procedures to increase overall network efficiency
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas of improvement
Analyze departmental operations, storage layout and revise as needed for maximum effectiveness
Support the Parts Manager to ensure inventory is maintained and consistent with the Service and Parts department requirements
Determine and implement pricing parameters in each customer category that generate sufficient gross profit to produce a satisfactory profit while maintaining customer loyalty
Handle customer concerns that demand management’s attention tactfully, promptly and with genuine sensitivity and concern for the customer’s problems
Lead team to ensure proper repair order flow to satisfy warranty, dealership and business office requirements Position Requirements : Minimum Requirements :
A Bachelor’s degree in a related field
At least 8 years of IT Services and Service Delivery experience, which includes at least 3-5 years of management experience
Proven ability to support and deliver IT Services business with hands-on experience and deep knowledge of Project Management and Service Management Preferred Qualifications :
Strong knowledge of operations and support processes, which includes : o knowledge of warranty parts service process and policies o Parts operations including purchasing, inventory control, pricing and repairs o Principles and processes for providing customer services
Deep understanding of engineering (L2, L3) and call-center management, customer and vendor relationship management.
Experience with contract management and negotiations
Proficient English and Spanish a must Other Requirements :
Must be flexible with International and domestic travel. Estimate 30% travel required 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, status as a veteran, and basis of disability or any federal, state, or local protected class.