NA Premier Technical Support Manager

Position Summary

Premier Support is a new, exciting service that entitles the customer to advanced technical support within a new Lenovo group. As a Premier Support Manager Specialist, you will be a people manager overseeing the day-to-day activities of the Premier Service Engagement Managers and Premier Trainers. This includes ensuring service levels are met across the various Premier support channels and driving a second-to-none customer experience. We own ensuring each account call is solutioned with white glove treatment. In addition to the operational execution, this position will also be critical in providing driving solutions and improvement initiatives to help differentiate Lenovo Premier support. Candidates for this position must have proven team, quality improvement, account support, presentation, project management and organizational skills. They must be able to manage priorities and demonstrate a strong aptitude for problem resolution.

Position Requirements: Strong candidates for this position would require the following:

Basic Qualifications

• 3+ years of services operations and/or bachelor's degree
• 2 years of people management skills
• Leadership background with operation and process knowledge

• Effective communication skills at all levels - written and verbal
• Superior Customer service skills
• Able to problem solve and think laterally
• Proven ability to learn new and complex technology
• Able to prioritize in a fast paced, dynamic work environment
• Proactively make technology adoption recommendations based on experience and in-depth knowledge of a customer's needs
• Ability to commit and work with agility and speed to respond to short-notice requests
• Effectively transfer thoughts and expresses ideas verbally in individual or group solutions
• Leadership skills and experience to drive training, coaching, and performance management
• Strong teaming and communication skills required, able to develop relationships quickly and effectively
• Background in working with and interfacing with Technical Support organizations
• Process improvement experience
• Identification and design of Customer Services processes
• Flexible working hours to accommodate needs of the business in a fast-paced Customer Engagement environment