Position Description
This role is primarily a Technical Support role based in local country. In this role you be delivering best-in-class support to Lenovo’s customers. Over email, meeting and frontline report you will be accurately diagnosing reported problems within the client product portfolio (notebooks, desktops & tablets), dispatching parts and or an engineer to site as needed. This activity will also include, working on customer escalations with support from a Product Engineer as needed. Drive technical service performance and customer satisfaction through technician management, service reviews, technical coaching, customer escalations, onsite troubleshooting, and RCA support as the technical SME. In this role you will receive continuous technical development and training as part of a regional technical support team.
Position Requirements
- Three to Five (3-5) year of relevant experience in providing technical support for Laptop, Desktop & Tablets.
- Good root cause analysis skills.
- Good to great knowledge on hardware and Windows/Android operating systems
- Excellent troubleshooting skill
- Fluent in English and Korean Language
- Able to train and cascade information to the service partner team
- Proven ability to learn new and complex technology
- Able to prioritizes in a fast paced, dynamic work environment
- Able to problem solve and think laterally
- Prompt Engineering with AI related skills
- Solid IT Support experience for end-user (Onsite/Remote support)
- Hand on experience on PC hardware or software installation / removal
- Systematic and logical thinking
- Self-motivated to work and learn
Key Responsibilities:
- Technical case escalation to Product Quality Team
- Spare parts review and defective analysis enquiry support from regional operation/parts team
- Critical case (critsit) escalation and management
- Service Parts quality issue escalation to Parts Quality team
- Responsible for Market Delivery Review (Technical KPIs)
- Attend Master Trainer training
- Handle daily escalation / Inquiry from internal and external team, visit customer when needed
- Biweekly Interlock meeting with Product Team and Service Delivery Team
- Field service training focal, send out training alert for NPI training and field CE training, CE training account maintenance
- Support Lenovo service partner on technical case enquiry for local country
- Troubleshooting guide review/update and distribution to service partner
- Technical tips distribution
Critical Skills
Level of Skill 1-5, (5) being the highest
• Technical Knowledge on Client (Desktop, Notebook & Tablets) – 5
• Structured Troubleshooting Techniques - 5
• Prompt Engineering or AI related skills - 4
• Good ability to communicate ideas, sound knowledge of MS Products – 4
• Strong Services Industry and ‘ITIL’ acumen – 3
• Artificial Intelligence (AI) – 2
• Linux – 2
• Pivot Tables – 2
