Field Technical Consultant m/f/d

Description and Requirements

This role is remote, anywhere in Germany.

As a Field Technical Consultant (FTC), you will be part of a team of FTCs led by the EMEA Advanced Services Delivery (ASD) leader. You will use the insights gained from customer account teams, who you will collaborate with, to handle high impact situations and resolve them successfully. You are expected to produce analyses of customer situations, working with the Lenovo Support Teams when needed.

What You will do:

• Escalation management: as a single point of contact for customer escalations; own the coordination and oversight to problem-solving efforts.
• Support: Lead complex service delivery and develop creative resolutions to complex problems in accordance with a Statement of Work.
• Relationship:
• Maximizes the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle. The Field Technical Consultant manages customer escalations and acts as the customer's advocate.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers Escalation management:
• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
• Develops and delivers post-incident reports on all critical support incidents, adheres to customer support plans and relationships,
• Uses complex analytical skills to recognize trends and improve performance

• Maximizes the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle. The Field Technical Consultant manages customer escalations and acts as the customer's advocate.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers Escalation management:
• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
• Develops and delivers post-incident reports on all critical support incidents, adheres to customer support plans and relationships,
• Uses complex analytical skills to recognize trends and improve performance

• Requires a general understanding of and technical competence in PC and Cloud technologies.
• Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends Optimization:
• Identifies and leads continuous improvement activities in support of customer or internal business processes Support:
• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.

• Business fluent English and German language.
• Superior knowledge of DWS, PC and Cloud technology.
• Ability to effectively interact and communicate with Senior executives to CXO level.
• You will need experience in some of the following areas: Asset Management Tools; Patch Management; Driver Management; Image Management; (Modern) IT Deployment solutions; PC architecture knowledge; In-depth knowledge of current Windows operating systems; Windows engineering; Diagnostics, and troubleshooting

• 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)

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!

When applying for this position, please send your CV (including covering letter and references) via our Online-Tool. At Lenovo, we are proud to be an equal opportunity company. This vacancy certainly applies to people with disabilities too.

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

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.

If you require an accommodation to complete this application, please contact ability@lenovo.com