EMEA Region Customer Quality Engineer

• Degreed engineer (electrical, mechanical, computer) or Computer Science strongly preferred
• Demonstrated effective communication skills
• Problem solving, analytical, and organization skills
• 5 years or more experience, with greater consideration for longer duration of relevant experience
• English spoken & written

Follow-up/Higher Professional Education

English - Upper intermediate (B2)

In this role, you will act as the EMEA Customer Quality Engineering focal to the geo stakeholders, help define and manage the communication cadence, work on projects related to EMEA customer quality, and facilitate onsite engineering tasks for stalled, widespread, or difficult cases with significant business risk. You will also work in tandem the EMEA Services team on collaborative projects and to collect actionable data on large-scale issues and the voice of the customers.

Role Priorities:
1. Management of Top issues

2. Region Stakeholder management

3. Interlocks with region stakeholders


Your detailed responsibilities will be:

Manage Customer Quality Program in EMEA:
• Act as the Customer Quality Engineering focal to the region stakeholders, implement and oversee a program to monitor and manage product quality issues.
• Drive regular communication with stakeholders and executive sponsors to address top issues effectively, and promote Customer Quality Engineering in the region.

End-to-End Resolution Improvement:
• Expedite investigation and resolution of critical product quality issues, collaborating with regional and global teams.
• Provide onsite customer engineering support for timely resolution, minimizing customer downtime.
• Utilize the Fu Pan process to identify improvements and best practices for product quality support in EMEA.

Engineering Support on Product Quality Issues:
• Represent Customer Quality Engineering in EMEA for critical issues, leading end-to-end resolution.
• Offer guidance and direction to EMEA services and sales teams, collaborating with WW Customer Quality Engineering.

Voice of Customer (VOC) Program Implementation:
• Establish regular communication with region stakeholders to gather feedback on addressing product quality issues.
• Engage and support largest customer deployments in region to capture feedback on product performance.
• Develop an early warning system to proactively identify potential product quality issues.
• Collaborate with EMEA Services Quality focal for ongoing product quality issues and proactive management of such issues.
• Conduct product pioneering reviews with large account customers in region supporting customers with their IT strategy and direction.

Proposed Project Support:
• CXS Program: Participate in CX-focused audits, supporting deployment of CXS program in EMEA and conduct mass production audits.
• STAMP Projects: Prepare for initiatives improving quality outcomes in the region for the upcoming fiscal year.

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.