Senior Technical Lead

hace 2 días


Monterrey, Nuevo León, México Lenovo A tiempo completo
Job Description

This role serves as the business segment focal point and leader for a set of ISG Products at Lenovo. The successful candidate will lead Lenovo ISG's highest level of Field Support, overseeing a team of engineers in diagnosing and resolving field problems.

Key Responsibilities:

  1. Lead a team of engineers in diagnosing and resolving field problems, collaborating with knowledge articles and feedback to development and product assurance organizations.
  2. Provide technical expertise to the field on problem determination and isolation, and develop action plans to resolve client issues.
  3. Develop and maintain relationships with Development to analyze design and architectural issues.
  4. Manage pervasive field issues, drive field communications, and prioritize fix releases.
  5. Ensure the right staffing levels, lab equipment, and logistics for off-shift support.

Requirements:

  • Fluent spoken and written English communication skills to interact with customers, Lenovo project managers, and other engineers.
  • Participate in internal and external conference calls to explain technical issues.
  • Provide internal and external written technical communications.
  • Working knowledge of ISG systems, team leadership or management competencies, and knowledge of the field support process and customer engagement.
  • First-hand experience working directly with customers either by phone or at the customer site.

High Level of Experience:

  1. Deep understanding of server architecture.
  2. Use lab hardware to replicate customer configuration and failure mechanisms.
  3. Read and interpret hardware error logs and OS logs to isolate customer problems.
  4. Partner with Development and Level 2/3 teams to drive fixes for field issues.
  5. Interface with client teams and customers to explain technical solutions and maintain customer satisfaction.
  6. Generate technical documentation for service personnel and clients.
  7. Provide on-site assistance to resolve critical client technical issues.
  8. Maintain key data for products assigned.
  9. Project manage collective Remote Support/OEM/Lenovo teams to urgently restore client outages.
  10. Order and maintain capital assets and lab equipment.
  11. Engage and interact with geographical teams.
  12. Participate in on-call rotation cycle to address critical customer issues.


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