General Information
Req #
WD00044713
Career area:
Services
Country/Region:
Indonesia
City:
Jakarta Pusat
Date:
Friday, December 2, 2022
Working time:
Full-time
Additional Locations:
Why Work at Lenovo
Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.
And we go big. No, not big-huge.
We're not just a US$70 billion revenue Fortune Global 500 company, we're one of Fortune's Most Admired. We're transforming the world through intelligent transformation, offering the world's most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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
Key Responsibilities
- Act as a Single Point of Contact for customer's concerns and issues.
- Act as the customer escalation point for customer business critical events and major incidents.
- Monitor accounts to ensure system running with optimal performance
- Build and maintain customer relationship and perform account management activities.
- Coordinate with Lenovo support teams and delivery partners to support customer.
- Early identification of customer satisfaction issue and develop Service Improvement Plan to improve customer service experience.
- Act as the middle-man to support organization so as to ensure client escalations are resolved in due time
- Prepare and conduct the Service Review Meeting, including the publication of Performance reports, Meeting minutes, and Action Plan.
- Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc.
- Understand customer business requirement and identify account growth opportunities.
- Capture every opportunity to grow the business and relationship with customer.
- Partner with Account Sales Development teams to build relationships with decision makers, business contacts, and influencers
- Bachelor's degree in Computer Science, Engineering, or Business Administration
- At least 5 years' experience in maintenance services
- At least 3 years' experience in project management
- At least 3 years' experience in working with clients
- Ability to manage multiple complex customer situations at the same time
- Excellent interpersonal and communications skills
- Experience in managing partners and vendors in an international environment
- Ability to make right decisions based on strong analytical reasoning skills
- Excellent interpersonal skills that build positive relationships with other team members
- Strong ability to organize work schedule and time to ensure deadlines are always met
- Excellent oral and written Indonesian & English skills
- Knowledge of Wintel platform server, storage and networking product.
- Knowledge of Microsoft Windows server and Linux server
- Knowledge of VDI and Cloud solution
- Indonesia
Lenovo