Service Dispatch & Case Management Specialist

Confidential; Bogotá ciudad; Presencial; COP 42.000.000 - 66.000.000; Jornada completa

Descripción de la vacante

Lenovo is seeking a Service Dispatch & Case Management Specialist to coordinate service requests, validate warranties, create Work Orders, and monitor cases until closure. The role acts as a central point between Lenovo, ASPs, partners, and customers, ensuring accurate processing and timely updates.

The position emphasizes back-office coordination, documentation accuracy, and adherence to SLAs, with collaboration across Service Delivery and Parts teams.

Formación

• High School Diploma or equivalent is required.
• Experience in service operations or back-office roles preferred.
• Strong communication and documentation skills in English and Spanish.

Responsabilidades

• Receive, review, validate, and process service requests from multiple stakeholders.
• Monitor mailboxes and manage request intake, assignment, response, and completion.
• Validate warranty eligibility and required documentation before processing.
• Create and manage service cases, Work Orders, parts orders, and shipping guides.
• Provide status updates and confirmations to stakeholders.
• Track open cases, escalations, and ensure timely closure.

Conocimientos

Service operations

Case management

Dispatch coordination

Escalation management

CRM systems

Ticketing systems

Excel

Communication

Attention to detail

Educación

High School Diploma or equivalent

Business Administration/Logistics/IT related studies

Herramientas

CRM software

Excel

Outlook

Descripción del empleo

The Service Dispatch & Case Management Specialist is a back-office operational role responsible for receiving, validating, processing, tracking, and closing service-related requests, customer cases, Work Orders, parts orders, and operational escalations. The position serves as a central coordination point between Lenovo, Authorized Service Providers (ASPs), internal stakeholders, service partners, retail partners, and customers when required.

This role combines Service Dispatch and Case Management responsibilities to ensure service requests are processed accurately, operational activities progress according to established procedures, and open cases are actively monitored through resolution and closure.

Service Dispatch responsibilities focus on request intake, warranty validation, Work Order creation, parts order processing, shipping guide generation, retail partner support, and service coordination activities.

Case Management responsibilities focus on end-to-end case follow-up, escalation management, parts fulfillment monitoring, backlog control, mailbox management, stakeholder communication, issue resolution coordination, and ensuring compliance with Service Level Agreements (SLAs).

The role does not perform technical troubleshooting but ensures all operational actions required to support service execution and case progression are properly coordinated, documented, and completed.

Key Responsibilities

Service Dispatch Activities

• Receive, review, validate, and process service requests from operations teams, internal stakeholders, authorized service providers, and retail partners.
• Monitor assigned mailboxes and manage request intake, assignment, response, and completion.
• Validate warranty eligibility, service entitlement, request completeness, and required documentation before processing.
• Create and manage service cases, Work Orders, parts orders, and shipping guides in approved systems.
• Process dispatch requests and coordinate operational activities required for service execution.
• Provide status updates, shipment confirmations, Work Order information, and request acknowledgements to authorized stakeholders.
• Maintain accurate records of dispatch activities, system updates, and service transactions.

Case Management Activities

• Track and monitor open customer cases, CRU Work Orders, backlog items, and service escalations through resolution and closure.
• Monitor parts fulfillment activities, back orders, service delays, and operational discrepancies, escalating issues as required.
• Act as the point of contact for operational escalations received from agents, service partners, ASPs, internal stakeholders, and customers.
• Coordinate with Service Delivery teams, Parts Distribution teams, Repair Centers, Authorized Service Providers, and other stakeholders to resolve operational blockers.
• Prioritize activities based on SLA risk, customer impact, escalation severity, and business urgency.
• Follow up on pending actions and aging cases until completion or formal handoff.
• Prepare and maintain accurate case documentation, escalation summaries, customer communications, and operational updates.
• Ensure all requests, cases, and Work Orders are properly documented, updated, and closed in accordance with operational procedures and audit requirements.

Shared Responsibilities

• Ensure compliance with Lenovo procedures, documentation requirements, escalation guidelines, service standards, and operational governance controls.
• Identify process gaps, recurring issues, data inconsistencies, and operational risks and escalate accordingly.
• Support continuous improvement initiatives through accurate documentation, reporting, and feedback.
• Maintain data integrity, audit readiness, and operational traceability across all assigned activities.

Qualifications

Education

• High School Diploma or equivalent required.
• Technical, vocational, or college-level studies in Business Administration, Customer Service, Logistics, Operations, Supply Chain, Information Technology, or related fields preferred.

Experience

• Minimum 1-2 years of experience in case management, service operations, dispatch coordination, customer service operations, service desk support, logistics support, back-office operations, or related operational roles.
• Experience managing service requests, cases, Work Orders, dispatch activities, escalation workflows, or administrative processes.
• Experience working within SLA-driven service environments preferred.
• Experience supporting retail partners, authorized service providers, field service organizations, or customer service operations preferred.

Knowledge & Skills

• Strong understanding of service operations, case management, dispatch coordination, escalation management, and workload prioritization.
• Experience using CRM, case management, ticketing, dispatch, logistics, service operations, or order management systems.
• Familiarity with warranty validation, CRU processes, parts fulfillment, dispatch coordination, repair workflows, and service eligibility requirements.
• Strong written and verbal communication skills with the ability to coordinate effectively across multiple stakeholder groups.
• Strong organizational skills and ability to manage concurrent requests, cases, and escalations while maintaining quality and accuracy.
• High attention to detail in documentation, data entry, mailbox management, case updates, and customer communications.
• Proficiency in Microsoft Outlook and Excel.
• Ability to follow documented procedures, escalation paths, compliance requirements, and governance controls.
• Intermediate Excel skills including filters, sorting, formulas, pivot tables, and tracking logs preferred.
• Basic knowledge of Lenovo products, warranty processes, service operations, repair workflows, or after-sales support environments preferred.

Language Requirements

• Spanish: Native or Near-Native (Required)
• English: Basic (A2) or Higher (Required)