Description and Requirements
In the role of Field Technical Consultant (FTC), you will work under the direction of the EMEA DWS leader, alongside a team of FTCs.
Relationship:
1. 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.
2. 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:
3. 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.
4. Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships
5. Uses complex analytical skills to recognize trends and improve performance.
Prevention:
6. Requires a general understanding of and technical competence in PC and Cloud technologies.
7. Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends
Optimization:
8. Identifies and leads continuous improvement activities in support of customer or internal business processes
Support:
9. Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
Collaboration:
10. Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
Position Requirements:
11. Superior knowledge of PC and Cloud technology, market trends, other vendor competition, sales strategies and management principles
12. Ability to effectively interact and communicate with Senior executives to CXO level personnel
13. Excellent presentation, communications and interpersonal skills
14. Proficient in Microsoft office programs and PC technologies
15. Excellent organisation skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment
16. Ability to build effective virtual teams and drive results through others in a complex cross-functional organisation required
17. Flexibility and agility are key requirements along with a passion to learn to use state of the art technologies
The ideal candidate brings experience in at least some of the following areas:
Intune,
SCCM,
Asset Management Tools,
Patch Management,
Driver Management,
Image Management,
(Modern) IT Deployment solutions,
PC architecture knowledge and in depth knowledge of current Windows operating systems,
Windows 11 engineering, diagnostics and trouble shooting
Travel flexibility
What’s in it for you?
At Lenovo, we believe in rewarding your impact. Here’s what you can expect:
18. Competitive salary and performance-based bonuses.
19. Access to cutting-edge technology and tools.
20. Opportunities for career growth and professional development.
21. Private medical, Income protection, life insurance, Attractive pension scheme
22. Positive work life balance, learning and development
23. Lenovo and Motorola products discounts, Lifestyle discounts
24. Holiday purchase
25. Cycle to work, MyGymDiscounts
26. Mortgage advice and support
27. Referral bonus
28. Electric car salary sacrifice scheme, Free onsite parking