Responsible for the End-to-End Services in the countries under scope of CHILE having as key pillars cost control/reduction and Customer Satisfaction, interacting with other cross areas inside Services team such as Contact center, Logistics, Parts, Global Accounts and Technical support team.

This role will be also responsible to control vendors such as the authorized service centers in order to help and support them to reach their KPI’s targets according to our contracts.

This function has direct contact with Key commercial customers, Retails as well as end customers. It should provide accurate case tracking as well as visibility of backlog status, suggest and track action plans that are key for proper service delivery as well as customer satisfaction.

Key Roles & Responsibilities:

• Follow up to metrics accomplishment and E2E performance (i.e Repeat Repairs, Number of parts used by Serial Number, En Cycle time and customer satisfaction).
• Manage and develop authorized service center.
• Operative functions, labor payment, training, administrative process, part return tracking.
• Follow up special cases.
• Call meetings and customer visits.
• BMS with internal & external customers, monitoring performance reports and communications and improvement initiatives
• Other ad-hoc tasks required by manager and Senior leadership team
• Relationship with vendors and internal Lenovo ́s team.

Requirements

• Bachelor’s Degree in Electronics, Industrial or System Engineering.
• Strong knowledge of services operations.
• Good written and Fluent spoken English.
• Must be able to work well with people in other countries.