Service Engagement Manager (SEM)_

Service Engagement Manager (SEM)**General Information**Req #WD00067072Career area:ServicesCountry/Region:United States of AmericaState:North CarolinaCity:MorrisvilleDate:Tuesday, June 25, 2024Working 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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.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 (enovo.com/) .**Description and Requirements**The SEM serves as the Single Point of Contact (SPOC) for Large Account customers who have purchased PSP warranty extensions. In this capacity, the SEM addresses service-related issues directly with each account, ensuring responsiveness and resolution.The SEM role monitors service activity, analyzes performance metrics, and escalates issues as needed. Backlog management—successfully resolving daily service requests and orders—is a key performance indicator. The SEM collaborates with customer representatives, Sales, and Services leadership within Lenovo, advocating for customers’ service needs,The role also develops and presents their analysis/results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly). You must be comfortable dealing with all levels of customer representatives and Sales and Services leadership within Lenovo.**Job Responsibilties:**· Manage Open Service Requests and Orders to a successful conclusion.· Collaborates with Technical Team Lead to optimize SLA adherence and performance· Maximizes the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle. The SEM manages customer escalations and acts as the customer’s advocate.· Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers· Act as a single point of contact for customer escalations and owns the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.**Basic Qualifications:**· 3+ years of experience in project or program management or escalation management or IT customer Service or Field Technical Account Management.**Preferred Qualifications:**· Excellent presentation, communication, and interpersonal skills· Proficient in Microsoft Office programs and PC technologies· Ability to effectively interact and communicate with Senior executives to CXO level personnel· Excellent organization skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment· Knowledge of PC technology_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