Description and Requirements
Relationship: - Maximizes the value of the customer's investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages the account and it is the customer's advocate. - Acts as single point of contact for all support requirements as they pertain to the assigned customers environment - Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers .
Escalation management: - Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems. - Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships, - Uses complex analytical skills to recognize trends and improve performance. .
Prevention: - Requires a general understanding of and technical competence in PC technologies. - Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends .
Optimization: - Identifies and leads continuous improvement activities in support of customer or internal business processes
Support:
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively .
Collaboration: - Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
