Field Support Specialist- Partner Management

General Information

Req #
WD00075074

Career area:
Services

Country/Region:
India

State:
Karnataka

City:
BANGALORE

Date:
Friday, December 13, 2024

Working time:
Full-time

Additional Locations:  * India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE





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). 

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.





Description and Requirements

Position Description
The position is within Lenovo’s Services organization reporting to Head Field Service Delivery. The role will manage the field service delivery partners (Authorized Service Partners (ASP)) for India.

Key Responsibilities

• Deliver better CX at the last 3feet by end-to-end management of field service to our customers by delivering extraordinary customer service in a consistent, repeatable, and cost-effective way.  
• Maintain capacity & capability of ASP partners in line with service requirements and maximize the productivity consistently 
• Drive efficiency and effectiveness of service delivery processes & resources that deliver standard and PCPS services. 
• Achieve Lenovo business objectives on cost, quality, and CX. 
• Simplify the Complex : Lead Lenovo field service tower to industry benchmark for Speed, Quality, Cost and CX.

Key KPIs :

• Enabling effective functioning of existing ASP while developing new ASP for field service delivery purpose as per the business requirement of various product & services functions. 
• Work out effective and efficient ASP management so that ASP can function efficiently to support customer, sales partners & Lenovo’s business needs. 
• Track & Drive performance of existing service ASP using various metrics and ensure QMS / Zero tolerance action items improvement Create & Drive programs aligned with ASP performance to increase success. 
• Skills improvement by ensuring Technical Trainings and Certifications of ASP workforce Build a stronger and closer relationship between Lenovo and ASP Drive APOS through Field Service network both at ONS and CCI 
• To be the focal point for APSs from the Field Service tower to interface with the respective cross functional teams across Lenovo India Services. 
• New ASP on boarding & de-boarding as required by the business need. 
• Ensuring ASP readiness in terms of skills, coverage, training, process readiness etc. for the delivery of services and ensuring CX 
• To ensure ongoing FSE capacity availability based on the forecast to deliver the seamless service to our customers 
• Maintain timeliness for all the SOP, SOW etc. documentations duly signed & safeguard from the audit exposure 
• To design, deploy, monitor & measure performance objectives of various programs which are around QMS, CX & Cost saving Long term relationship management & overall partner satisfaction

Position Requirements 

• Graduate in any discipline
• 10+ years relevant experience in vendor/ partner management role
• Should be collaborative, customer centric, high engagement team player. 
• Able to work with Authorized Service Provider network & get the work done on field & exhibit ownership to maintain CX at all levels.
• Should be proactive with effective communication, organization and interpersonal skills.

Key Behavioral competencies:

Prevention is better than Cure…  it is must to be “ proactive in everything we do” Consistency over Perfection… to continuously learn from success & failure and ensure consistent performance Regular Engagement…with all the ASPs, Region teams & most important visits to “ground zero” to know the reality, motivate the teams & build very strong relationship  Always have long term thinking…solution should be sustainable & scalable Empower yourself…able to make choices & decisions

Additional Locations:  * India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE


* India

* India - Karnātaka

* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC
At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.