Job Description

Technical Support Manager, Contact Center
General Information
Req #
WD00077043
Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Saturday, January 25, 2025
Working time:
Full-time
Additional Locations:

• India - Karnxc4x81taka - Bangalore

• India - Karnxc4x81taka - BANGALORE

Why Work at Lenovo
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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 , and read about the latest news via our .
Description and Requirements
Job objective:
Drive warranty cost reduction initiatives and delivery KPI's like Repeat Repair, Parts Usage, Fix on Phone etc for India Break-fix services.
Responsible for technical service planning, controlling, identifying risks/issues, defining milestones, and ensuring technical service delivery within the set deadlines in adherence to prescribed quality standards.
Work closely with multiple service delivery teams to ensure team delivers overall best in class service and support to our customers.
Responsibilities and accountabilities of the position:

• Drive performance of Lenovo PCSD warranty cost for India region, Monitor and manage daily operations of dispatch performance for Consumer & Commercial business, ensure planning translates to execution and meet usage cost targets.

• Drive warranty cost reduction initiatives and delivery KPI's for India Break-fix services, Develop and implement practices that measure the effectiveness and performance of the Technical Support Function.

• Focus on in-depth AFR (Annual Failure Rate) Quality & Failure Analysis and develop technical & Dispatch trainings to reduce warranty cost

• Prepare Monthly Failure analysis to check high failing models and parts for proactive action by alerting region L3 for FA and guidance.

• Quality issue Pre-Analysis & Alert Region L3 to collect failure sample and defective parts/Machines for failure simulation and Data/Evidence collection.

• Measuring KPIs, analyzing data driven insights, Collaborate with Cross functional teams within the organization to achieve desired KPI results.

• Robust analytical capabilities arising out of strong domain knowledge to create accurate RCA's, and drive improvement actions.

• Experienced in applying industry best practices, proven techniques, and technical solutions to improve business Efficiency and effectiveness, reduce costs and boost customer satisfaction.

• Create high trust relationship with colleagues and customers, continue to work with other teams to achieve organizational goals & think collaboratively.

• Work with Technical teams in other regions to improve product knowledge, understand product failure rates, Liaison with Parts & Field services teams to gain end to end knowledge about the business.

• Proficient at leading large teams for running successful technical operations along with experience of developing procedures & service standards for achieving business excellence.

• Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and reduced operational costs.

• Follow and Design SOPs for Tech support operations, Strive for continual improvement & standardization of various business practices.

• Drive cross-functional project's involving organization members from different towers.

Education/ Qualification:
Graduation (Full Time)
Work experience:

• 10-15 years of experience in the IT / Hardware service industry with a minimum of 8 years in technical support management, including people management.

Key functional/technical competencies:

• Understands current notebook technologies and ability to explain to customers and team members.

• Extensive expertise in developing metrics to measure the effectiveness of technical support

• Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable

• Desire to work in a fast-paced, challenging environment

• Experience in a highly analytical, results-oriented environment.

• Proven analytical skills and demonstrated ability to manage the business by the numbers. Must be metric driven.

• Attention to detail and capability to work on multiple projects in parallel

• Good written and oral communications and interpersonal skills

Key Behavioral competencies:

• Demonstrated high levels of customer focus.

• Demonstrated highest level of integrity, honesty, and strong work ethic.

• Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.

• Proven ability to successfully thrive in an ambiguous environment and changing conditions.

• Takes initiative. Doesn't want to be asked. Plans efficiently while avoiding analysis paralysis.

• Consistent effort, intense commitment, and willingness to go above and beyond when needed.

• Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.

Additional Locations:

• India - Karnxc4x81taka - Bangalore

• India - Karnxc4x81taka - BANGALORE

• India

• India - Karnxc4x81taka

• India - Karnxc4x81taka - Bangalore , * India - Karnxc4x81taka - BANGALORE

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