EMEA ISG Premier Support Manager

vysokoškolské I. stupňa
vysokoškolské II. stupňa
vysokoškolské III. stupňa

Anglický jazyk - Pokročilý (C1)

As the EMEA ISG Premier Support Manager you will lead a team of highly skilled Premier technical support specialists, ensuring they deliver exceptional technical support to Lenovo’s premier customers. You will be responsible for driving team performance, developing technical expertise, and proactively managing customer relationships to maximize satisfaction and retention.

Responsibilities:

Team Leadership: Hire, train, coach, and mentor technical support specialists.; Set and monitor individual and team performance goals; Foster a collaborative and positive team environment; Conduct regular performance reviews and provide constructive feedback; Identify and address team member training needs.

Technical Expertise: Maintain a deep technical knowledge of Lenovo’s Infrastructure products and technologies; Stay updated on the latest technical trends and advancements; Resolve complex technical issues and escalate critical issues as needed; Develop and implement knowledge sharing initiatives within the team.

Customer Relationship Management: Build and maintain strong relationships with key premier customers; Proactively identify and address customer needs and concerns; Manage customer expectations and ensure timely resolution of issues; Advocate for customer needs within the organization; Analyze customer feedback and identify areas for improvement.

Operational Excellence: Develop and implement processes to ensure efficient and effective technical support delivery; Monitor and analyze key performance indicators (KPIs) such as first call resolution rate, customer satisfaction, and resolution time; Identify and implement process improvements to optimize team performance; Manage team workload and resource allocation effectively; Stay informed of industry best practices in technical support delivery.

Additional Responsibilities:

Prepare and present reports on team performance and customer satisfaction.
Develop and implement training programs for new products and technologies.
Contribute to the development of technical support documentation and knowledge base articles.
Stay informed of industry trends and participate in relevant training and development opportunities.


Qualifications:

5+ years of experience in call center people management role with IT focus support.
Proven track record of building and leading high-performing technical support teams.
Excellent problem-solving and troubleshooting skills.
Customer-centric approach and commitment to exceeding customer expectations.


Base gross monthly salary starts from 3.400 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also variable part (a bonus) in value of 14% of your annual earnings.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.