Premier Technical Support Manager

Lenovo

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

4 days ago

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Job summary

Lenovo Malaysia in Kuala Lumpur is seeking a Lead to manage a team of Technical Support Specialists within the Premier Support organization, delivering exceptional customer experience and achieving operational performance objectives.

You will oversee performance reviews, coaching, recruitment, onboarding, training, scheduling, and escalation management, driving continuous improvement and stakeholder engagement across multiple support channels, aiming for best-in-class service.

Qualifications

Experience leading teams in technical support or customer service.
Strong KPI and SLA management.
Proven ability to implement process improvements.

Responsibilities

Lead, develop, coach, and manage a team of Technical Support Specialists to meet operational and business objectives.
Conduct regular performance reviews, coaching, quality reviews, and career development discussions.
Drive employee engagement, accountability, and a high-performance culture.
Manage attendance, leave, staffing, scheduling, and workforce allocation activities.
Support recruitment, onboarding, training, and succession planning initiatives.
Ensure achievement of SLAs, customer satisfaction, quality, productivity, and KPIs; monitor performance and address gaps.
Oversee escalations and coordinate resolution with internal and external stakeholders.
Review processes and implement improvements to increase efficiency and customer experience.