Sr Escalation Manager (Remote)

• United States of America – North Carolina – Morrisville

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Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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 www.lenovo.com, and read about the latest news via our StoryHub.

• This is a remote position and can be located anywhere in the United States.

Once engaged, the Senior Escalation Manager (EM) is the primary resource assigned to drive resolution for Customer critical situations involving complex, technical issues where coordination across different cross-functional teams (internal and external) is required. This role will report directly to the Director of WW Client Care.

The primary responsibilities of the EM role include:

• Teaming with differing business units to ensure technical issues are clearly defined, understood, documented, escalated, and communicated.
• The EM is responsible to identify the correct resources needed to drive resolution to the technical issues and functions and operates as the primary focal point to facilitate meetings (both internal and external) with the identified resolution team members to drive a structured and cohesive resolution plan.
• Manages the customer interface and execution of the technical Action Plan with the customer.
• Teams with internal business units for internal/external status communications and meeting requirements.
• Provide heads up alerts and regular updates to internal upline / executive management for high visibility situations.
• Teams with Product Engineering, Development, and Services to prepare customer presentations.
• Ensures fulfillment of parts and machine replacement requests as approved.
• Drives special projects to improve customer experience / satisfaction and continually looks for ways to innovate to improve efficiency and execution.
• Completes a closed loop / lessons learned template when closing each case with a focus on identifying actionable items to drive improvements in the business or process.

• United States of America – North Carolina – Morrisville