Premier Technical Support Manager m/f/d

Lenovo
Lenovo

IT, Customer Service

Essen, Germany

Posted on Jun 16, 2026

General Information

Req #
WD00099449
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Tuesday, June 16, 2026
Working time:
Full-time
Additional Locations:
* Germany - North Rhine-Westphalia - Essen
* Germany - North Rhine-Westphalia - Essen

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$83 billion revenue global technology powerhouse, ranked #196 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.

Description and Requirements

Join Lenovo’s Solutions & Services Group (SSG) as a Premier Technical Support Manager, leading a team that delivers best-in-class support to our premium customers. Based in Essen, you will drive team performance, enhance technical capabilities, and continuously improve service quality and customer experience.

You’ll manage a team handling complex technical issues across Lenovo’s client portfolio, while working closely with cross-functional stakeholders to meet KPIs, optimize operations, and represent the voice of the customer across the business.

You will report to the Europe & META Premier Delivery Regional Manager.

Key responsibilities:

  • Lead day-to-day management of Premier Support team, including shifts, workload, and team wellbeing
  • Drive performance through coaching, feedback, and structured development within Lenovo framework
  • Own KPI tracking and improvement, using dashboards to identify gaps and boost service quality
  • Analyze data and reports to create clear action plans and continuous improvement initiatives
  • Design and implement training programs aligned with new technologies and team skill growth
  • Ensure the team stays technically strong, up to date, and “best in class”
  • Champion excellent customer experience by identifying issues and driving root-cause improvements
  • Collaborate closely with Service Delivery, Sales, GM, Marketing, Finance, and regional stakeholders
Qualifications:
  • Strong understanding of PC technologies, market trends, and competitive landscape
  • Confident communicator able to engage with senior stakeholders, including CXO level
  • Excellent presentation, communication, and interpersonal skills
  • Advanced proficiency in Microsoft Office and overall digital/technical tools
  • Highly organized, proactive, and comfortable managing multiple priorities in a fast-paced environment
  • Proven ability to build, lead, and motivate high-performing teams across functions
  • Solid background in IT/Technical Services, including support and/or field services exposure
  • Experience in project management, team leadership (including distributed teams), and basic financial understanding
Benefits:
  • 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
  • Opportunity to Join/Create Employees Groups (inclusivity, well-being, sports, volunteering, charity, etc.)
  • Job Rad (Bike Leasing)
  • Mobile phone + 3 Sim Cards for Mobile Working
  • Hybrid Working Model *
  • Specialized Development Trainings (based on nomination process)
Women who drive Lenovo? #Women@Lenovo – Women at Lenovo.
Please apply via our online tool with your CV (including cover letter and references). At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.
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 - North Rhine-Westphalia - Essen
* Germany
* Germany - North Rhine-Westphalia
* Germany - North Rhine-Westphalia - Essen , * Germany - North Rhine-Westphalia - Essen

AI PROCESSING NOTICE
We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.
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