Premier Technical Support Specialist m/f/d

General Information

Req #

WD00062025

Career area:

Services

Country/Region:

Germany

State:

North Rhine-Westphalia

City:

Essen

Date:

Thursday, July 11, 2024

Working time:

Full-time

Additional Locations :

• Germany - North Rhine-Westphalia - Essen

• Germany - Baden-Württemberg - Stuttgart

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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

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 our StoryHub (https://news.lenovo.com/) .

Description and Requirements

This a technical role within the Lenovo’s Premier Technical Support team based in Essen and Stuttgart, Germany. In this role you will be delivering best in class support to Lenovo’s Premier Support customers. Over phone and email you will perform remote troubleshooting and isolation to accurately diagnose reported problems within the client product portfolio (notebooks, desktops & tablets) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs. Supported by a team of Technical Account Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication.

This role directly reports to our Technical Support Manager in Germany.

Location: Essen or Stuttgart, hybrid work model, combining both remote and in-office work

Day-To-Day Tasks:

Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation

Identifies the cause of hardware / software faults and provides a solution

Resolve over phone or email or onsite via parts and engineer dispatch

Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.

Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.

Provides input on recurring customer problems and shares that information with other technical team members when relevant.

Monitors own ‘open case’ workload and drives to closure.

Position Requirements:

• 3+ years of experience in Client Technical Support roles.

• Experience within IT Services and Working with Field Service Providers

• Working Knowledge on Windows Operating Systems and MS Products

• Technical Knowledge on client (Notebook, Desktop, & Tablets)

• Business Fluent English and German language

What Lenovo can offer You:

• Employee Share Purchase Plan

• Employee Assistance Program, e.g., for health, legal & financial consultancy

• Pension Plan

• Meal Allowance / Lunch Vouchers

• Internal E-learning Development Platform Available for Employees

• Specialized Development Trainings (based on nomination process)

• Employees Groups (LGBT+, WILL, etc.)

• Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)

• Job Rad (Bike Leasing)

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!

Youtube Video (https://www.youtube.com/watch?v=hU5Rr3gLEXA)

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 :

• Germany - North Rhine-Westphalia - Essen

• Germany - Baden-Württemberg - Stuttgart

• Germany

• Germany - Baden-Württemberg , * Germany - North Rhine-Westphalia

• Germany - North Rhine-Westphalia - Essen , * Germany - Baden-Württemberg - Stuttgart