Description and Requirements

Position Description & Responsibilities:

The KADM is a customer facing resource within the Lenovo services operation reports into the Head of Services Delivery & Customer Engagement and is responsible for

• Services Delivery to Commercial customers
• Drive response & resolutions to incidents/Service calls reported
• Escalation mitigation & management
• Drive service delivery excellence through extended teams & resources
• Proactive engagement actions with a predictive mindset and increase customer loyalty
• Manage field service partners in the assigned territory

Candidate should be able to deliver highest level of customer delight and add value in customer retainer programs, work jointly with sales team and cross function to resolve customer issues and set right expectation on service delivery. Demonstrate “solution seeking and providing” mindset. Ability to sense revenue opportunities with customers would be considered as asset.

Key Scope of Work:

• Coordinate with delivery verticals, support teams through systematic interlocks, reporting and analysis.
•  Alignment with the BU/Product teams to understand the business impact and formulate delivery plans for customers.
• Focus on Key and potential Accounts, proactively through engagement actions including QBRs, Service Clinics, CXO engagements etc.
• Drive increased F2F contacts with customers, participate in technical resolution discussions and leverage learning’s to other similar situations.
• Manage field partners & field resources to attain service delivery KPIs through field visits , cadences & reviews .

Measurable KPIs:

• Maintain/Grow CSAT scores
• Drive faster TAT
• Operational parameters: RMA, Repeat Repairs, Parts Consumption
• FSE productivity & Order closure ratio (field partner)

Candidate Requirements :

• 8+ years of experience in the space of “ Services Delivery “ out of which 5 years should be hands on experience at managing large enterprise/Global/SMB accounts .
• Proven track record to build and maintain key stake holder connects with large enterprise/Global/SMB customers.

• Field Service Partner Management experience 

• Ability to structure thoughts & actions based on learnings, information gathering and analysis.

• Education Qualification – Preferably an Engineering graduate with PGDBA/MBA ( From institutions of repute) .

• Knowledge of computer hardware technology/ workstations/ Servers etc  would be a plus.