Service Engagement Manager for Premier Support Plus Latam

**General Information**:

- Req #
- WD00077728
- Career area:

- Services
- Country/Region:

- Mexico
- State:

- Distrito Federal
- City:

- Mexico D.F.
- Date:

- Tuesday, January 28, 2025
- Working time:

- Full-time

**Additional Locations**:

- Mexico - Distrito Federal - Mexico D.F.

**Why Work at Lenovo**:

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

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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).

**Description and Requirements**:
Lenovo Premier Support is seeking a highly motivated and customer-focused Services Engagement Manager to join our growing team. In this role, you will be responsible for ensuring customer satisfaction with Lenovo Premier Support Plus by building and maintaining strong relationships with our clients throughout Latin America.

Premier Support Plus is designed to help organizations achieve their top priorities by providing expert assistance and solutions, reducing device repair costs, and ensuring that IT talent can focus on innovation and key business goals

Premier Support Plus is Lenovo's top-tier IT support service designed to provide seamless, reliable, and repeatable support for end users. It goes beyond traditional support by offering a suite of smart services aimed at maximizing productivity and minimizing downtime. This service includes access to elite technicians available 24/7, proactive and predictive support, Accidental Damage Protection, Keep Your Drive, Sealed Battery extension, and a named Services Engagement Manager to enhance the customer experience. This SEM could be you
- .

**Responsibilities**:

- Proactively engage with customers to understand their needs and ensure they are maximizing the value of their Lenovo Premier Support Plus investment.
- Manage and resolve customer escalations, effectively de-escalating challenging situations and finding creative solutions.
- Communicate technical information to customers in a clear and concise manner.
- Create and present executive reports to customers.
- Adapt to different time zones across Latin America to support customers effectively, including traveling.

**Qualifications**:

- Minimum of 5 years of experience in roles related to corporate customer support.
- Proven experience in customer-facing roles, with a strong track record of success in managing customer relationships and exceeding expectations.
- Previous experience in IT or computer engineering.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
- Fluency in Spanish and English is required, with Portuguese considered a strong plus.
- Advance Excel and Power Point required (executive presentations) Power BI a plus (data analytics and reporting creation).

**Additional Locations**:

- Mexico - Distrito Federal - Mexico D.F.
- Mexico
- Brazil - Distrito Federal
- Mexico - Distrito Federal - Mexico D.F.