General Information Req # WD00072806 Career area: Customer Experience Country/Region: Brazil State: São Paulo City: Sao Paulo Date: Tuesday, October 8, 2024 Working time: Full-time Additional Locations:  * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo 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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 
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. Description and Requirements

The Service Operartions Analyst will support the Service Delivery Manager deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers.

We are seeking candidates ideally with experience in the following disciplines: -

Order Management

Processing orders for new devices, and re-deploying existing devicesSupport the device forecasting processOrder Management – Order to Install processOversee configuration of Desktop, Laptop and Tablet devicesMonitor and manage the inventory levelsUtilize Order Management tools

Account Management

Can translate contract terms into operational deliverablesManage the service lifecycle of deployed devicesCreation of customer invoicesWell versed in Purchase Order administration

Service Management & Productivity Improvement

Experience in an Account Operations environmentManage incidents and requests from clientsFacilitate a resolution to any technical escalationsPrepare documentation to track and report on SLA performanceIdentify and support initiatives to improve client service deliveryBuild solid working relationships with partners & suppliers

Client Experience

Interact with the clientsFacilitate an answer to any queries associated with their aligned contract(s)Be on top of any issues within their customer environmentDemonstrate an obsession to maximize client satisfaction levels

Position Requirements

•     1-2 years project coordination experience, ideally in a services environment  

•     Fluent in English

•     Experience with ticketing tools (preferably ServiceNow & SAP)

•     Skilled in Excel / Reporting

•     Persistent, detail oriented, able to multitask

•     Must have a good attitude towards learning, and implementing change

Additional Locations:  * Brazil - São Paulo - São Paulo * Brazil - São Paulo - Sao Paulo * Brazil * Brazil - São Paulo * Brazil - São Paulo - São Paulo , * Brazil - São Paulo - Sao Paulo