Service Delivery Specialist

hace 1 semana

Mexico City Metropolitan Area Lenovo A tiempo completo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit , and read about the latest news via our StoryHub.

The Service Delivery Specialist is responsible for the End-to-End Services in the countries under scope (Mexico), having as key pillars service efficiency, cost control/reduction and Customer Satisfaction, interacting with other cross areas inside Services team such as Contact center, Logistics, Parts and Global Accounts This role will be also responsible to control vendors such as the authorized service centers in order to help and support them to reach their KPI's targets accordingly to our contracts.

This function has direct contact with Key commercial customers, Retails as well as end customers. It should provide accurate case tracking as well as visibility of backlog status, suggest and track action plans that are key for proper service delivery as well as customer satisfaction.

Key Roles Responsibilities

  • Manage and develop authorized service center
  • Work on metrics accomplishment and E2E performance efficiency (i.e RRR, PPS, ECT, OSAT, etc)
  • Operative functions as backlog monitoring, part return tracking, vendor labor payment, execute internal/external trainings on service delivery process
  • Follow up special cases
  • Set-up internal/external meetings and customer visits
  • BMS with internal external customers, monitoring performance reports and communications and share improvement initiatives
  • Other ad-hoc tasks required by manager and Senior leadership team

Requirements

  • Bachelor's Degree in Electronics, Industrial or System Engineering.
  • Strong knowledge of services operations (+3YR experience in service roles) .
  • Good written and Fluent spoken English.
  • Must be able to work well with people in other countries.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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