Service Delivery Senior Manager - Latin America Spanish (LAS)
Colombia, Cundinamarca, BOGOTA DC
hace 5 días

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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.
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