Technical Account Manager with Arabic

Last updated 4 days ago
Location:Hampshire
Job Type:Full Time

Position Description:

As a Lenovo Technical Account Manager (TAM), you will have the opportunity to
serve as a trusted advisor to our customers who have purchased Premier
Support. Being skilled in the Lenovo Systems and procedures in regards to
services, you will be responsible to drive the customer experience. The TAM
develops and maintains an excellent rapport with key customer contacts at
multiple levels; ensuring consistent and relevant communication.

The TAM acts as a single point of contact for service issues ensuring
responsiveness and resolution. Utilising the feedback from the account and
knowledge built, the TAM works existing processes to improve efficiency,
quality and reduce cost of service delivery, setting up new processes as
needed.

The TAM closely monitors service activity and performance to the service level
KPI’s, escalating issues to appropriate teams and service providers.
Developing and presenting analysis / results for the service metrics
internally and externally on the time line required
(weekly/monthly/quarterly).

The TAM must be comfortable dealing with all levels of customer
representatives as well as all levels of Sales and Services leadership within
Lenovo. He or she will be an active advocate for our Customers’ services needs
within the business.

Day-To-Day Responsibilities:

  • Relationship:
    - Maximizes the value of the customer’s investment in Lenovo products and
    services throughout the end to end customer lifecycle. The TAM manages
    customer escalations and acts as the customer’s advocate.
    - Ensures effective ownership, communication, coordination, and facilitation
    of support service activities between the Customer and support teams, account
    teams, field service personnel, and customers

  • Escalation management:
    - Acts as a single point of contact for customer escalations and owns the
    coordination and oversight to problem solving efforts between customers,
    Support engineers, field service personnel, software support, investigation
    and analysis of product problems.
    - Develops and delivers post incident reports on all critical support
    incidents, adheres to customer support plans and relationships,
    - Uses complex analytical skills to recognize trends and improve performance.

  • Prevention:
    - Requires a general understanding of and technical competence in PC
    technologies.
    - Develops and coordinates proactive maintenance initiatives based on
    industry best practices and statistical data trends

  • Optimization:
    - Identifies and leads continuous improvement activities in support of
    customer or internal business processes

  • Support:
    - Leads complex service delivery processes, develops creative resolutions to
    complex problems, and ensures contractual support service deliverables are
    understood and managed effectively

  • Collaboration:
    - Compiles, analyzes and interprets statistical data and trends relating to
    service level and operational effectiveness

Position Requirements:

Key Competencies Needed:

  • Superior knowledge of PC technology, market trends, other vendor
    competition, sales strategies and management principles.
  • Ability to effectively interact and communicate with Senior executive to CXO
    level personnel
  • Excellent presentation, communications and interpersonal skills
  • Proficient in Microsoft office programs and PC technologies
  • Excellent organization skills, must be a self-starter who has experience in
    managing multiple initiatives simultaneously in a demanding and changing
    environment.
  • Ability to build effective virtual teams and drive results through others in
    a complex cross-functional organization required.
  • Business Fluent English and Arabic

What Lenovo can offer You:

  • An open and stimulating environment within one of the most forward-thinking
    IT companies
  • Opportunities for career development & growth
  • Access to trainings for personal development
  • An international team with a high focus on Gender Diversity
  • Attractive compensation package and Performance based rewards

About Lenovo Premier Support Services
Lenovo first class Premier Support provides direct access to skilled and
experienced Lenovo technicians offering comprehensive hardware and software
support. Our expert troubleshooters have the advanced technical know-how and
systems knowledge to quickly provide solutions and advice that will keep your
hardware and software operating at optimal efficiency.

About Lenovo
Lenovo is a $46 billion global Fortune 500 company and leader in providing
innovative consumer, commercial and enterprise technology. Our portfolio of
high-quality, secure products and services covers PCs, workstations, servers,
storage, smart TVs and a family of mobile products like smartphones, tablets
and apps. Everyone here at Lenovo is an integral part of the company, working
together, across continents, cultures and innovations, all comprised in a
friendly, fast-paced, work environment that focuses on one common goal: to be
known as the best in what we do.

Lenovo is an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any
employee or applicant for employment because of race, color, sex, age,
religion, sexual orientation, gender identity, status as a veteran, and basis
of disability or any federal, state, or local protected class.