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Service Delivery Expert

hace 2 meses

Bogotá, Bogotá D.E., Colombia Lenovo A tiempo completo

Job Summary

The Service Delivery Specialist will be responsible for delivering end-to-end services in Central America and the Caribbean, focusing on cost control and customer satisfaction. This role will interact with various teams, including Contact Center, Logistics, Parts, Global Accounts, and Technical Support.

This position will also oversee vendors, such as authorized service centers, to ensure they meet their KPI targets in accordance with our contracts. The Specialist will provide accurate case tracking and visibility of backlog status, suggesting and tracking action plans to ensure proper service delivery and customer satisfaction.

Key Responsibilities

  • Manage and develop authorized service centers.
  • Identify opportunities to enhance the vendor network, improve warranty coverage, repair quality, and maximize customer satisfaction.
  • Work on metrics accomplishment and E2E performance efficiency (RRR, PPS, ECT, OSAT, NPRA, etc.).
  • Perform operative functions, including backlog monitoring, part return tracking, vendor labor payment, and internal/external trainings on service delivery processes.
  • Follow up on special cases.
  • Set up internal/external meetings and customer visits.
  • Communicate with internal and external customers, monitor performance reports, and share improvement initiatives.
  • Perform other ad-hoc tasks required by the manager and Senior leadership team.

Requirements

  • Bachelor's Degree in Electronics, Industrial, or System Engineering.
  • Strong knowledge of services operations (+3YR experience in service roles).
  • Good written and fluent spoken English.
  • Ability to work well with people in other countries.