■About Organization

• Report to: Japan Service Support Leader
• Subordinates: 20
• Number of Peers: 5

This organization is spread in several locations (Akihabara, Gunma, Yonezawa etc.), assumed work location is Akihabara in Lenovo Japan/NECPC as a part of Services Support Function. It provides post-sales support for Lenovo Products and Services, mostly quality related issues which are difficult to manage and resolve by standard customer support schemes like contact center and normal warranty repair services.

■Roles and responsibilities

This role is defined as Customer issue Resolution Owner (RO) Manager and provides post-sales support for Lenovo/NECPC Products and Services for mostly company users.

This position has the following roles and responsibilities:

• Customer Care team people manager
• Manage all Lenovo / NECPC Product and/or Service related troubles/complaints/issues in Japan which are difficult to manage and resolve by standard customer support schemes.
• As a team, provide appropriate solution w/ acceptable timing for the customer, simultaneously minimize the impact to Lenovo/NECPC.
• As a leader, drive and help team members to do above work
• Summarize overall status and report to higher management (Japan Service Support Leader, Japan Leadership team, AP, WW etc.) in specific cadences (weekly/monthly/quarterly/yearly)
• Help team members to grow skills of problem handling, customer communications, internal/external negotiations and technical skills as possible.
• Encourage daily process improvements and proceed them
• Create and propose future plan of the team and proceed it
• Create and propose financial plans for next year, then drive the team and cases to follow the plan.
• Guide team member to develop action plan for Product or Service related trouble/complaint/issues in Japan
• Keep and improve good/better relations with related teams, Sales, Mktg, SVC mktg, Dev, MFG etc.

■Key Interaction with:

• Customers: IT department representatives, executives, managers, end-users
• Japan Lenovo(NECPC) : Commercial Sales, Product group, GSC, Services (HQ, Yokohama, Gunma, Yonezawa), Procurement, Legal, Corporate Communications, QA,
• Overseas Lenovo: Services Support(AP), Customer QE, MFG QE, Product QE, Supplier QE, PE

■Travel :

• Domestic Travel (customer call) several times per year

■Requirements

Must Have – essential

• Minimum 3 years People Management Experience
• Minimum 3 years experience in customer management
• Basic PC technical skills for PC problem and failure symptom understanding
  
• Logical thinking and communication skill
• Physical stamina and mental strength against problems and heavy complaints
• Ability to build effective “virtual” teams and drive others in cross-functional environment
• Strong negotiation and influencing skills as well as an ability to interact effectively with high level decision makers
• Japanese skills – Native level
• English skills – Intermediate in reading and writing to request and communicate with Global team
• IT literacy (Excel, Word, PowerPoint, Outlook)

• 3+ years experience in Service & Support of IT company
• Project Management Experience
• Detailed PC technical skills for PC problem and failure symptom understanding
• Technical skill 50% vs interpersonal skill 50% balance
• TOEIC score 750 or more

■Typical Candidate

The person who has work experience in the following IT companies such like technical support, product development, manufacturing, quality, technical sales and/or service organization as a leader/manager.

• Electronics company (national or international companies) or PC sales/service companies
• Mobile phone, Tablet, Server, Communication device maker/sales/service companies