Technical Support Manager - Contact Center

Lenovo; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Lenovo is seeking a Technical Support Manager for its Contact Center in Singapore. The successful candidate will manage services to ensure high-quality support, develop strategies to exceed customer experience objectives, and lead a team in technical support management. Candidates should have a graduate degree in Information Technology or related field and extensive experience in IT service management, including technical troubleshooting and metrics development. This role is ideal for someone who thrives in a dynamic environment and possesses strong analytical and communication skills.

Qualifications

• 10-15 years of experience in IT service industry with technical support management.
• Background in managing remote support groups and experience in both voice and non-voice processes.
• Proficiency in technical metrics development and familiarity with large enterprise operations.

Responsibilities

• Manage and enhance service delivery and support for Lenovo customers.
• Collaborate with various tech service towers to optimize resources and improve customer satisfaction.
• Design, develop, and implement processes to support technical support functions.

Skills

Technical Troubleshooting

Customer Focus

Analytical Thinking

Interpersonal Skills

Education

Graduate degree in Information Technology or related discipline

Tools

MSD (CRM)

Oracle RightNow

D365 CRM

Power BI

Job description

Technical Support Manager - Contact Center

As the Technical Support Manager at Lenovo in India, you will play a crucial role in managing services to ensure the delivery of top-notch service and support to our customers. Your responsibilities will include being a game-changer for Lenovo customers with commercial warranty, developing improvement plans to exceed customer experience objectives, and managing key qualitative metrics such as First Call Resolution, Repeat Dispatch Rates, Fix on Phone, and Turnaround Time.You will collaborate closely with various tech service towers to optimize headcount requirements through capacity planning, hiring, and training with Business Operations. Additionally, you will interface with other service towers and directly with the customer base to address critical escalations and call resolutions. Your role will also involve designing, developing, and implementing processes and systems to support and enhance the technical support function, as well as implementing practices to measure its effectiveness and performance.To qualify for this position, you should hold a graduate degree in Information Technology or a related discipline and have 10-15 years of experience in the IT service industry, with a minimum of 8 years in technical support management, including people management. You should possess a background in the development and management of remote support groups and experience in managing both voice and non-voice processes.Key technical competencies required for this role include a good knowledge of technical troubleshooting, the ability to perform AFR (Annual Failure Rate) Analysis, and the capability to develop technical Dispatch trainings to reduce warranty costs. You should also have extensive expertise in developing metrics to measure the effectiveness of technical support and familiarity with operations and management environments within large enterprise customers and service providers. Proficiency in systems such as MSD (CRM) or incident tracking and management systems, as well as mailbox management systems like Oracle RightNow, is desirable.In addition to technical skills, key behavioral competencies such as customer focus, integrity, honesty, a strong work ethic, analytical thinking, initiative-taking, and a commitment to high standards are essential for success in this role. If you are someone who thrives in a fast-paced, challenging environment, possesses proven analytical skills, and has excellent written and oral communication skills, then you might be the ideal candidate for this position at Lenovo.,

Sign-in & see how your skills match this job

• Technical Support Manager - Contact Center

Find Your perfect Job

Sign-in & Get noticed by top recruiters and get hired fast

Data analysis, Communication, Interpersonal skills,Quality Failure Analysis, Incident tracking, Customer obsession, Problemsolving

Team Management, Training, KPI Monitoring, Quality Audit, Communication Skills,Access Control Hardware, Access Control Software, Knowledge Base Management, SLA Compliance, Ticket Management, Feedback Relay, Networking Fundamentals, Cloudbased Platforms, Helpdesk Tools, Problemsolving, IoT Integrations, REST APIs, Mobile Credential Systems

Technical Troubleshooting, Risk Management, Root Cause Analysis, Data Security, Training, Leadership, SLAs, Case Management, Data Management, Reporting, Power BI, Stakeholder Management, Documentation, Process Optimization,D365 CRM, Service Requests, Business Stakeholder Collaboration, Knowledge Base Management, Performance Metrics Analysis, Mentorship, CRM Migration, Power Platform, Power Apps, Power Automate

People Management, Team Management, Customer Satisfaction, Knowledge Management, Open Source Software, Leadership, Coaching, Communication Skills, Technology Trends,Enterprise Linux

Data analysis, Communication, Interpersonal skills,Quality Failure Analysis, Incident tracking, Customer obsession, Problemsolving

Team Management, Training, KPI Monitoring, Quality Audit, Communication Skills,Access Control Hardware, Access Control Software, Knowledge Base Management, SLA Compliance, Ticket Management, Feedback Relay, Networking Fundamentals, Cloudbased Platforms, Helpdesk Tools, Problemsolving, IoT Integrations, REST APIs, Mobile Credential Systems

Technical Troubleshooting, Risk Management, Root Cause Analysis, Data Security, Training, Leadership, SLAs, Case Management, Data Management, Reporting, Power BI, Stakeholder Management, Documentation, Process Optimization,D365 CRM, Service Requests, Business Stakeholder Collaboration, Knowledge Base Management, Performance Metrics Analysis, Mentorship, CRM Migration, Power Platform, Power Apps, Power Automate

People Management, Team Management, Customer Satisfaction, Knowledge Management, Open Source Software, Leadership, Coaching, Communication Skills, Technology Trends,Enterprise Linux