Service Engagement Lead — Enterprise Support & Escalations

Lenovo; Buenos Aires; On-site; ARS 1,800,000 - 3,000,000; Full time

Job summary

Lenovo is seeking an experienced Service Engagement Manager to orchestrate cross-team service delivery for complex customer accounts. You will own end-to-end processes, escalate as needed, and ensure timely resolution of service requests.

You will act as the primary contact for executives, drive performance improvements, and maintain strong customer relationships across an international environment. Fluency in Portuguese and Spanish is required.

Qualifications

• Bachelor's degree in computer science, engineering, or related field.
• 5+ years customer-facing experience with large accounts.
• Strong analytical capability and trend recognition.
• Excellent written and verbal communication skills.
• Fluent in Portuguese and Spanish.

Responsibilities

• Coordinate service requests and orders end-to-end across Lenovo teams.
• Serve as single point of contact for customer escalations.
• Improve SLA adherence and performance with Technical Team Lead.
• Deliver post-incident reports and maintain customer relationships.
• Analyze trends and support proactive maintenance initiatives.
• Lead complex service delivery processes in an international environment.

Skills

Customer-facing

Analytical thinking

Communication skills

Cross-functional collaboration

Problem solving

Education

Bachelor's degree (CS/Engineering)

Tools

Power BI

SAP

Excel

PowerPoint

Job description

Lenovo is seeking an experienced Service Engagement Manager to orchestrate cross-team service delivery for complex customer accounts. You will own end-to-end processes, escalate as needed, and ensure timely resolution of service requests.

You will act as the primary contact for executives, drive performance improvements, and maintain strong customer relationships across an international environment. Fluency in Portuguese and Spanish is required.