Technical Account Manager **General Information** Req # WD00072820 Career area: Services Country/Region: United States of America State: North Carolina City: Morrisville Date: Monday, October 14, 2024 Working time: Full-time **Additional Locations** : * United States of America - North Carolina - Morrisville **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 ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Key Responsibilities:** The TAMs develop and maintain an excellent rapport with key customer contacts at multiple levels, ensuring consistent and relevant communication. They closely monitor service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. TAMs also act as a single point of contact for service issues ensuring responsiveness and resolution. Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). You must feel comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. **Day-to-Day Operations:** **Manage Service Requests:** **Oversee open service requests and work orders, ensuring they reach successful conclusions.** + **Collaboration:** Work closely with the Technical Team Leads and Technical Support Specialists to optimize service level agreement (SLA) adherence and performance metrics. + **Customer Advocacy:** Maximize the value of customer investments in Lenovo products and services throughout the customer lifecycle. Actively manage escalations and represent customer needs within Lenovo. + **Coordination:** Facilitate effective communication and coordination among support teams, account teams, field service personnel, and customers. **Escalation Management:** + **Single Point of Contact:** Serve as the main contact for customer escalations, coordinating problem-solving efforts with Technical Leads, Technical Support Specialists, field personnel, and other stakeholders. + **Incident Reporting:** Develop and deliver post-incident reports for critical support issues, adhering to customer support plans. + **Trend Analysis:** Utilize analytical skills to identify trends and implement performance improvements. **Prevention:** + **Technical Competence:** Maintain a general understanding of PC technologies to anticipate and address potential issues. + **Proactive Maintenance:** Design and implement proactive maintenance initiatives based on industry best practices and data trends. **Support:** + **Service Delivery Leadership:** Lead complex service delivery processes, developing creative solutions for intricate problems and ensuring contractual and warranty service commitments are met. **Basic Requirements:** + 2+ years of experience in project management, program management, escalation management, support center environment. + 2+ years of experience working collaboratively in teams. + 2+ years of experience in IT, customer service, field tech, or account management **Preferred Requirements:** + **Communication Skills:** Excellent presentation, communication, and interpersonal skills, capable of interacting with senior executives to CXO level personnel. + **Technical Proficiency:** Proficient in Microsoft Office and knowledgeable in PC technologies. + **Organizational Skills:** Strong organizational abilities; must be a self-starter with experience in managing multiple initiatives in a fast-paced environment. + **Analytical Skills:** Capability to recognize trends and develop strategies for improvement. _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._ **Additional Locations** : * United States of America - North Carolina - Morrisville * United States of America * United States of America - North Carolina * United States of America - North Carolina - Morrisville