Field Technical Consultant m / f / d

Lenovo; Essen; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Lenovo is seeking a Field Technical Consultant to manage customer escalations and support service delivery across various technologies. Applicants must possess strong communication and technical skills to act as trusted advisors to customers, ensuring effective collaboration throughout the service lifecycle.

Leistungen

Employee Share Purchase Plan

Employee Assistance Program

Pension Plan

Meal Allowance / Lunch Vouchers

Online E-learning Platform

Development Trainings

Employee Groups (inclusivity, well-being, sports)

Job Rad (Bike Leasing)

Qualifikationen

• Strong knowledge of PC and Cloud technologies, market trends, and vendor competition.
• Ability to communicate effectively with senior executives and high-level personnel.
• Expertise in DWS, PC technology, and troubleshooting Windows operating systems.

Aufgaben

• Act as a single point of contact for customer escalations and manage resolution effectively.
• Develop proactive maintenance initiatives and lead complex service delivery.
• Analyze statistical data related to service levels and operational effectiveness.

Kenntnisse

Communication

Interpersonal skills

Organizational skills

Problem-solving

Analytical skills

Tools

Microsoft Office

Asset Management Tools

Patch Management

Driver Management

Image Management

IT Deployment solutions

Jobbeschreibung

As a Field Technical Consultant (FTC), you will be part of a team led by the EMEA Advanced Services Delivery (ASD) leader. You will collaborate with customer account teams to handle high-impact situations and resolve them successfully. Your role includes analyzing customer situations and working with Lenovo Support Teams as needed.

You must be able to communicate effectively with customer representatives at all levels, as well as with Sales, Services leadership, and technical communities. You will serve as a trusted advisor to our customers.

This role is remote, anywhere in Germany.

What You Will Do :

1. Act as a single point of contact for customer escalations.
2. Own the coordination and oversight of problem-solving efforts.
3. Support : Lead complex service delivery and develop creative resolutions to complex problems in accordance with a Statement of Work.
4. Relationship : Maximize the value of the customer's investment in Lenovo products and services throughout the customer lifecycle. Manage customer escalations and act as the customer's advocate.
5. Ensure effective communication, coordination, and facilitation of support activities between the customer and support teams, account teams, field service personnel, and customers.
6. Develop and deliver post-incident reports on critical support incidents and adhere to support plans.
7. Maintain a general understanding of PC and Cloud technologies.
8. Develop proactive maintenance initiatives based on industry best practices and data trends.
9. Identify and lead continuous improvement activities in support of customer or internal processes.
10. Lead complex service delivery processes, develop resolutions, and ensure contractual support deliverables are met.
11. Analyze statistical data related to service levels and operational effectiveness.

Position Requirements :

• Strong knowledge of PC and Cloud technologies, market trends, and vendor competition.
• Ability to communicate effectively with senior executives and CXO-level personnel.
• Excellent presentation, communication, and interpersonal skills.
• Proficiency in Microsoft Office and PC technologies.
• Strong organizational skills; experience managing multiple initiatives in a dynamic environment.
• Ability to build virtual teams and drive results in a complex organization.

Additional Requirements :

• Expertise in DWS, PC, and Cloud technology, with up-to-date knowledge of market trends.
• Experience with Asset Management Tools, Patch Management, Driver Management, Image Management, and Modern IT Deployment solutions.
• In-depth knowledge of Windows operating systems and troubleshooting.
• Business-fluent in English and German.

What We Offer :

• Employee Share Purchase Plan
• Employee Assistance Program
• Pension Plan
• Meal Allowance / Lunch Vouchers
• Online E-learning Platform
• Development Trainings
• Employee Groups (e.g., inclusivity, well-being, sports)
• Job Rad (Bike Leasing)

We encourage you to watch the video created by our DACH team to learn more about Lenovo culture. We look forward to speaking with you!

Additional Information :

Lenovo is an equal opportunity employer. Applications from people with disabilities are welcome.

About Lenovo Services :

Lenovo Services is transforming into a solution-based company, offering comprehensive support throughout the lifecycle of Lenovo products—from planning and deployment to support and asset disposal. Join us to shape a new services culture!

Location: Essen, North Rhine-Westphalia, Germany